技术支持工程师
Technical Support Engineer
关于 Sentry
软件驱动世界，速度比以往任何时候都更快。Sentry 帮助开发者在用户发现之前修复错误和性能问题，让团队可以减少灭火时间，更多时间用于构建。
被 200,000+ 家组织信赖，Sentry 是当今应用监控的标准，我们的团队正在打造其 AI 原生的未来。
关于该职位
在 Sentry，支持是一项工程学科。我们的客户是世界上最顶尖的技术人才——在顶级企业中构建软件未来开发人员，他们值得获得超越知识库链接的深入解答。
我们正在构建技术支援引擎。我们寻找一位经验丰富的工程师，通过将深厚的人类专业知识与自主代理系统相结合，重新定义技术支援的标准。你既是代码的调试者，也是系统的调试者。你会将支持量视为数据信号，以构建自动化解决路径，确保我们的工程师只处理最复杂、影响最大的架构难题。
Sentry 支持工程师不仅仅是清空队列；他们是协调者。你将与 GitHub、Discord 和我们的内部系统中的用户互动，同时担任我们代理运维的工程技术负责人。你确保当开发者提出复杂问题时，我们的系统具备正确的上下文，并在需要深度、细致的专业知识时，有一个无缝的“人在回路中”路径找到你。
在此职位中，你将
掌握 Sentry 生态系统并支持顶尖开发人员
- 深度调试：对跨多语言环境的复杂问题和分布式追踪缺口进行根本原因分析。
- 支持顶尖人才：作为我们最大企业客户的高级工程师的战略顾问，解决推动可观测性边界的高风险架构挑战。
- 排查 SDK 实现：深入研究 Sentry SDK 的源代码，帮助开发者在复杂框架和自定义环境中进行仪器设置。
- 工程反馈循环：作为全球最佳开发人员与我们产品团队之间的桥梁，利用系统中的数据来优先处理高影响力平台修复。
构建代理操作（扩展引擎）
- 确定性支持路径：构建支持代理所依赖的逻辑，超越概率猜测，实现高保真、自主的解决方案。
- 知识工程：将正确的上下文构建到我们的系统中，使其能够解决类似问题。
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ABOUT SENTRY
Software runs the world and the pace is faster than ever. Sentry helps developers fix errors and performance issues before users notice, so teams can spend less time firefighting and more time building.
Trusted by 200,000+ organizations, Sentry is today’s application monitoring standard and our team is building its AI-native future.
ABOUT THE ROLE
At Sentry, Support is an engineering discipline. Our customers are the greatest technical minds in the world—developers at elite enterprises building the future of software—and they deserve answers that go deeper than a knowledge base link.
We are architecting the Technical Support engine. We’re looking for a veteran engineer to help us redefine the standard of technical support by combining deep human expertise with autonomous agentic systems. You are a debugger of both code and systems. You will treat support volume as a data signal to build automated resolution paths, ensuring our human engineers only touch the most complex, high-impact architectural puzzles.
Sentry Support Engineers aren't just clearing queues; they are Orchestrators. You will engage with our users across GitHub, Discord, and our internal systems, while acting as the Technical Lead for our Agentic Ops. You ensure that when a developer asks a complex question, our systems have the right context and a seamless "Human-in-the-Loop" path to you when deep, nuanced expertise is required.
IN THIS ROLE YOU WILL
Master the Sentry Ecosystem & Support Elite Developers
- Deep-Dive Debugging: Perform root-cause analysis on complex issues and distributed tracing gaps across polyglot environments.
- Support the Great Minds: Act as a strategic consultant for senior engineers at our largest enterprise customers, solving high-stakes architectural challenges that push the boundaries of observability.
- Troubleshoot SDK Implementations: Go deep into the source code of Sentry’s SDKs to help developers instrument complex frameworks and custom environments.
- Engineering Feedback Loop: Serve as the bridge between the world's best developers and our product teams, using data from your systems to prioritize high-impact platform fixes.
Engineer Agentic Operations (The Scaling Engine)
- Deterministic Support Paths: Engineer the logic that powers our support agents, moving beyond probabilistic guesses to high-fidelity, autonomous resolutions.
- Knowledge Engineering: Build the right context into our systems so they can resolve issues consistently and indefinitely.
- Agentic Tooling Development: Use MCP (Model Context Protocol) and Sentry’s internal APIs to build "skills" for our agents, allowing them to perform complex lookups or state-checks autonomously.
- The Seer Philosophy: We’ve already proven AI can handle autonomous production fixes with Seer. You will apply that same philosophy to the support lifecycle—moving us from a "Help Desk" to an "Autonomous Resolution Engine."
YOU’LL LOVE THIS JOB IF
- You love eliminating Non-scalable effort: you enjoy automating repetitive work and take pride in building systems that save time and effort.
- You’re a Full-Stack Troubleshooter: You enjoy jumping from a React frontend issue to a Python backend trace to a CI/CD pipeline failure in a single afternoon
- You Value Evidence-Based Support: You prefer looking at data trends over anecdotal evidence to decide where to build automation next.
- You’re a Developer Advocate: You want to guide the industry on how elite engineers and AI co-exist in a high-density technical ecosystem.
QUALIFICATIONS
- 4+ years of experience in technical support engineering, systems engineering, or software development, with a track record of solving high-complexity SaaS problems.
- Strong Coding Foundations: Mastery of Python, JavaScript, Java, or Ruby. You are comfortable reading SDK source code and identifying bugs in production-level repositories.
- Systems Depth: Deep understanding of distributed systems, microservices, APIs, and the "path of a pixel" from frontend to database.
- AI & Automation Literacy: Practical familiarity with LLM orchestration (RAG, context windows, system prompts) and a critical eye for where AI succeeds versus where it requires human intervention.
- Exceptional Communication: The ability to explain complex architectural concepts to a human and write precise "system instructions" for an AI.
BONUS QUALIFICATIONS
- Open Source Contributor: An active presence on GitHub or experience maintaining open-source libraries.
- Former Software Developer: You’ve spent time in the trenches as a full-time dev and know exactly what keeps our customers up at night.
The base salary range (or hourly wage range, if applicable) that Sentry reasonably expects to pay for this position is $100,000 to $125,000 CAD. 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 https://sentry.io/careers/ 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 accommodations@sentry.io.
Want to learn more about how Sentry handles applicant data? Get the details in our Applicant Privacy Policy https://sentry.io/careers/applicantprivacy/.