Technical Support Engineer

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’re looking for an APAC Technical Support Engineer based in San Francisco to join our global Support Engineering team. This role is designed to provide APAC coverage to our users; with the shift being Sunday through Thursday 4PM-12AM PST., * 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’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.
• Believe great documentation is as valuable as great code.
• Are excited about using AI to improve customer experiences; not replace human expertise., * 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.

• 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.

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.