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Senior Support Engineering Manager

Sentry

Skills

Required

  • AI / automation
  • software engineering
  • reading code
  • Python
  • JavaScript / TypeScript
  • Java
  • Ruby
  • debugging
  • frontend
  • backend

Preferred

  • distributed systems
  • APIs
  • logs

Join Sentry, a leading developer-focused error tracking and performance monitoring platform. As a Senior Support Engineering Manager, you will lead a team of Technical Support Engineers, set the support strategy, and drive the use of AI in support. This hands-on leadership role requires strong technical skills, experience in managing support teams, and a passion for improving customer experience.

Think great support is an engineering problem, not a staffing problem

Have strong opinions on where AI helps in support and where it makes things worse, and be willing to discuss this at length

Responsibilities

  • Lead and grow the team of Technical Support Engineers, setting clear expectations for technical depth, response quality, and ownership.
  • Design a coverage model that works across time zones, including on-call and escalation paths, and build career paths for Support Engineers.
  • Own support outcomes and report the team's core metrics, using support conversations as a signal to find the top drivers of tickets and get them fixed.
  • Want to build the team and the systems at the same time
  • Track record of using support data to drive product and process changes
  • Solid understanding of distributed systems, APIs, and how observability tools (errors, tracing, logs) fit into them

Requirements

  • Can debug a tricky SDK issue yourself and also explain to a VP why their incident took four hours
  • Would rather fix the cause of 200 tickets than answer them faster
  • 8+ years in technical support, support engineering, or software engineering at a SaaS or developer tools company
  • 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
  • 3+ years managing technical support engineers, including hiring and growing a team
  • Hands-on experience running AI or automation in a support org, and a clear view of its failure modes
  • Clear, direct written communication with customers, executives, and engineers
  • Experience at a developer tools or observability company
  • Managed a team spread across multiple time zones

Preferred

  • Former software engineer
  • Open source contributor or maintainer

Pay

USD 160,000 - 180,000