Senior Technical Support Engineer
DittoSalary not specified
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, SoftwareIndustries
Requirements
- 8+ years of experience in technical customer support or similar roles in software/SaaS, with direct responsibility for troubleshooting, product guidance, and ensuring customer success
- Experience with Python and/or JavaScript, or other dynamic programming languages (e.g., Ruby, PHP). Exposure to additional paradigms such as strongly typed or compiled languages (e.g., Java, C#, C++) is a plus
- Strong understanding of modern software development practices and tools (e.g., CI/CD, APIs, microservices, front-end vs. back-end development, observability, debugging, performance monitoring)
- Demonstrated coding experience through internships, personal projects (GitHub), or coding competitions
- Excellent written and oral communication skills
- Coding background and passion for engaging customers
- Comfortable in a fast-paced environment with strong time-management skills and collaboration abilities
- Bonus: Open Source contributions
- Bonus: Prior experience working as a software developer
Responsibilities
- Become a Sentry product expert
- Answer inbound Support requests about Sentry's product and usage of its SDKs
- Contribute to community and social support channels
- Triage, reproduce, and report product bugs, as well as monitor escalations to engineering
- Manage and curate customer feedback in open source repos
- Contribute to team-wide goals and initiatives, including support knowledge base documentation, internal guides, and demos
- Provide real-time support to customers via chat, email, and video calls during business hours
- Participate in on-call rotation for after-hours, holiday, and weekend support coverage
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the work arrangement for this role?
Sentry embraces a hybrid work model with Mondays, Tuesdays, and Thursdays as in-office anchor days to encourage collaboration.
What salary or compensation is offered for this position?
This information is not specified in the job description.
What skills and qualities are needed for this Senior Technical Support Engineer role?
A coding background, technical expertise to triage and reproduce bugs, passion for developer tools or open source, and strong customer engagement skills are essential. Candidates should be results-driven, self-motivated, eager to learn software engineering fundamentals, and comfortable providing real-time support.
What is the company culture like at Sentry?
Sentry fosters a collaborative hybrid environment with active engagement in open-source channels like GitHub and Discord, emphasizing customer happiness, innovation in developer tools, and a tinkerer mindset to make things 'just work.'
What makes a strong candidate for this role?
Strong candidates have a coding background, passion for helping developers with complex technical issues, enthusiasm for open source and developer tools, and a self-motivated drive to excel in customer support and team contributions.
Sentry
Full-stack application monitoring and observability
About Sentry
Sentry offers full-stack application monitoring and observability, providing deep context, session replay, and distributed tracing to identify errors and performance bottlenecks across frontend and backend technologies, supporting JavaScript, Python, PHP, and more.
San Francisco, CaliforniaHeadquarters
2011Year Founded
$210.6MTotal Funding
SERIES_ECompany Stage
Consumer Software, Enterprise SoftwareIndustries
201-500Employees
Benefits
Competitive Compensation + Equity
401(k) Plan
Medical, Dental, Vision Insurance
Commuter Stipend
Professional Development Stipend
Health & Wellness Benefits
Charitable Matching Program
Flexible PTO
Paid Parental Leave
Risks
Competition from AI-powered tools like Devnaut may impact Sentry's market share.
The Functional Source License might deter developers preferring permissive open-source licenses.
Expanded integrations in Google's Gemini 2.0 could increase competition in error tracking.
Differentiation
Sentry offers real-time error tracking across the entire software stack.
The Functional Source License protects Sentry's commercial interests while supporting open-source collaboration.
Sentry's integration with Google's Gemini 2.0 enhances its visibility among developers.
Upsides
Integration with AI tools like Devnaut boosts Sentry's codebase visibility and productivity.
Sentry's focus on mobile performance monitoring aligns with growing demand in mobile solutions.
Winning the 2023 Digital Innovator Award highlights Sentry's leadership in digital transformation.
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