Sentry Senior Manager, Support Engineering at Sentry leads the Support Engineering team, managing technical support and AI-assisted support systems. The role involves setting support strategy, coaching engineers, and handling escalations.
Responsibilities
At Sentry, Support is an engineering discipline. Our customers are developers, and they expect answers from people who can read their stack trace, open the SDK source, and tell them what's actually wrong.
We're hiring a Senior Manager to lead Support Engineering. You'll run the team that handles everything from a single developer's SDK question to a production incident at one of our largest enterprise customers. You'll also help drive how we use AI in support: what systems are used, how they best help customers, enable the teams, and how we know the answers they give are right and forward looking.
This is a hands-on leadership role. You'll manage people, set the support strategy, get face to face time with customers, while also getting into tickets when it matters.
Lead and grow the team
Manage and coach a team of Technical Support Engineers
Set clear expectations for technical depth, response quality, and ownership, and give direct feedback
Design a coverage model that works across time zones, including on-call and escalation paths
Build career paths for Support Engineers who want to go deeper technically, move into management, or move into different teams and practices
Own support outcomes
Own and report the team's core metrics: CX, time to resolution, escalation rate, and more
Use support conversations as a signal: find the top drivers of tickets and get them fixed in the product, the docs, internal operations, or the SDKs, not just answered faster
Run AI-assisted support
Qualification
8+ years in technical supportClearFormer software engineerOpen source contributor or maintainer
Required
8+ years in technical support, support engineering, or software engineering at a SaaS or developer tools company
3+ years managing technical support engineers, including hiring and growing a team
Technically credible with senior engineers: comfortable reading code in at least a few of Python, JavaScript/TypeScript, Java, or Ruby, and debugging across frontend, backend, and infrastructure
Solid understanding of distributed systems, APIs, and how observability tools (errors, tracing, logs) fit into them
Hands-on experience running AI or automation in a support org, and a clear view of its failure modes
Track record of using support data to drive product and process changes
Clear, direct written communication with customers, executives, and engineers
Experience at a developer tools or observability company
Former software engineer
Managed a team spread across multiple time zones
Open source contributor or maintainer
The base salary range (or hourly wage range, if applicable) that Sentry reasonably expects to pay for this position is $160,000 to $180,000. 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.
