Senior Technical Support Engineer

About Sentry

Sentry stands at the forefront of application monitoring, empowering developers to quickly identify and resolve software errors and performance issues before they impact users. Serving over 200,000 organizations globally, Sentry is innovating towards an AI-native future that transforms technical support.

Role Overview

Joining as a Senior Technical Support Engineer based in Sydney, Australia, you will be part of a worldwide Support Engineering team focused on redefining technical support. This role runs Monday to Friday, 9AM-5PM AEST, aligning with headquarters in San Francisco. Your responsibility extends beyond routine support—acting as a technical leader who combines deep expertise with autonomous agent systems to automate resolutions and handle the most challenging architectural problems.

Key Responsibilities

• Perform in-depth debugging and root cause analysis on sophisticated issues spanning diverse programming environments and distributed tracing.
• Collaborate with senior engineers at major enterprise clients, providing strategic consulting on complex architectural and observability challenges.
• Troubleshoot implementation of Sentry SDKs by examining source code to assist developers integrating intricate frameworks and custom setups.
• Channel insights between end users and product teams, prioritizing platform improvements based on empirical support data.
• Develop and refine deterministic automated support paths for agent-based resolution, elevating the support experience beyond traditional advice.
• Construct comprehensive knowledge frameworks enabling systems to consistently resolve problems autonomously over time.
• Create and enhance agentic tools by leveraging Model Context Protocol (MCP) and internal APIs for complex autonomous operations.
• Advance the 'Seer Philosophy' by expanding AI's role from autonomous fixes in production to delivering an autonomous support lifecycle, transforming help desks into self-sufficient resolution engines.

Candidate Profile

• Passionate about eliminating repetitive tasks through automation and enhancing efficiency within support systems.
• Versatile troubleshooter comfortable navigating full-stack issues from frontend bugs through backend complexities and deployment pipelines.
• Data-driven in approach, prioritizing evidence-based decision making to identify automation opportunities.
• Advocate for developers, aiming to harmonize elite engineering with AI support to foster advanced technical ecosystems.
• Recognizes the importance of comprehensive, quality documentation alongside coding excellence.
• Enthusiastic about leveraging AI to augment, not replace, human technical expertise and customer engagement.

Required Qualifications

• Between 5 to 8 or more years in technical support engineering, systems engineering, or software development with experience resolving complex SaaS-related challenges.
• Proficient coding abilities in Python, JavaScript, Java, or Ruby, adept at source code examination and debugging in production repositories.
• Strong grasp of distributed systems, microservices architectures, APIs, and end-to-end data flows from user interface layers to backend databases.
• Practical knowledge of AI integration including large language model orchestration techniques like Retrieval-Augmented Generation (RAG), context window management, and system prompt engineering, with awareness of AI’s capabilities and limits.
• Excellent communication skills capable of articulating intricate architectural ideas clearly to humans and communicating precise instructions to AI systems.

Bonus Credentials

• Active participation in open-source projects or maintenance of open-source libraries.
• Prior experience as a professional software developer with first-hand understanding of developer challenges.

Equal Opportunity Statement

Sentry is dedicated to fostering an inclusive and diverse workplace by providing equal employment opportunities to all candidates regardless of demographic or legally protected characteristics. Accommodations are available for applicants with disabilities to ensure fair access throughout all employment processes.