Senior Technical Support Engineer

About Sentry

Bad software is everywhere, and we’re tired of it. Sentry is on a mission to help developers write better software faster so we can get back to enjoying technology.

With more than $217 million in funding and 100,000+ organizations that believe we’re on to something, we're building performance and error monitoring tools that help companies like Disney, Microsoft, and Atlassian spend less time fixing bugs and more time building products.

Sentry embraces a hybrid work model, with Mondays, Tuesdays, and Thursdays set as in-office anchor days to encourage meaningful collaboration. If you like to selfishly build things that make your digital life better, come help us build the next generation of software monitoring tools.

About the role

At Sentry, our customers are software developers - solving their problems is often complex and challenging, and requires both a technical background and a solid knowledge of our product. Sentry’s engineers and product managers are always active on open-source channels such as GitHub and Discord, engaging in real conversations to make Sentry even better than it already is - Sentry Support Engineers are expected to engage with our SaaS users in these channels and the Customer Support Management System to help solve our customer’s problems and guide folks toward optimal usage.

We're looking for someone with a coding background who is passionate about engaging your customers and ensuring they have a great experience. You will be responsible for not only helping customers with their issues, but also writing knowledge base articles and crafting internal guides and demos to streamline our overall support team experience. You will drive success at Sentry by helping us reduce response times, help us scale our support needs, and ultimately make our customers happy.

In this role you will

• Become a Sentry product expert

• Answer inbound Support requests about Sentry's product and usage of our SDK's

• Contribute to our community and social support channels

• Triage, reproduce and and report product bugs as well monitor as escalations to engineering

• Manage and curate customer feedback in our open source repos

• Contribute to team wide goals and initiatives and support knowledge base documentation internal guides and demos

• Providing real-time support to customer via chat, email, and video calls during business hours

• Participate in on-call rotation for after-hours, holiday, and weekend support coverage

You’ll love this job if you

• You believe that things should "just work" (and you're a natural tinkerer who wants to make that happen for our customers!)

• You're driven by the joy customers get from using your products

• Passion for developer tools or open source

• Results-driven and self-motivated: no one needs to push you to excel; it’s just who you are

• Eager to learn, adapt and grow your understanding of software engineering fundamentals; you seek apply your knowledge by helping those around you

• Are comfortable in a fast-paced environment that requires strong time-management skills and collaboration with our technical and business teams

Qualifications

• 8+ years of experience in technical customer support or similar roles in software/SaaS, with direct responsibility for troubleshooting, product guidance, and ensuring customer success

• Experience with Python and/or JavaScript, or other dynamic programming languages (e.g., Ruby, PHP). Exposure to additional paradigms such as strongly typed or compiled languages (e.g., Java, C#, C++) is a plus

• Strong understanding of modern software development practices and tools (e.g. CI/CD, API’s, microservices, front-end vs. back-end development, observability, debugging, performance monitoring)

• Demonstrated coding experience through internships, personal projects (GitHub), or coding competitions

• Excellent written and oral communication skills

Bonus qualifications

• Open Source contributions

• Prior experience working as a software developer

The base salary range (or hourly wage range, if applicable) that Sentry reasonably expects to pay for this position is $105,000 to $130,000. A successful candidate’s actual base salary (or hourly wage) amount will be determined by a variety of relevant factors including, without limitation, the candidate’s work location, education, work and other relevant experience, skills, and job-related knowledge. A successful candidate will be eligible to participate in Sentry’s employee benefit plans/programs applicable to the candidate’s position (including incentive compensation, equity grants, paid time off, and group health insurance coverage). See Sentry Benefits for more details about the Company’s benefit plans/programs.

Equal Opportunity at Sentry

Sentry is committed to providing equal employment opportunities to its employees and candidates for employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other legally-protected characteristic. This commitment includes the provision of reasonable accommodations to employees and candidates for employment with physical or mental disabilities who require such accommodations in order to (a) perform the essential functions of their jobs, or (b) seek employment with Sentry. We strive to build a diverse team, with an inclusive culture where every teammate can thrive. Sentry is an open-source company because we believe that everyone, everywhere, should have the ability and tools to make great software. Software should be accessible. That starts with making our industry accessible.

If you need assistance or an accommodation due to a disability, you may contact us at [email protected].

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