Senior Support Engineering Manager Sentry
Error tracking and app monitoring software for developer teams.
Permanent
United States of America
Remote: Not specified
160K to 180K $ a year
> 5 years
Skills we're looking for
Leadership
Communication skills
Java
TypeScript
Ruby
+4
You'll be part of
United States of America
423 employees
Our take
Defective software leads to dissatisfied users, disruptions and potential financial losses for companies. Sentry has created application monitoring and error tracking software to help developers fix errors faster, easier and more cost effectively. More than 1 million developers and 70,000 organisations worldwide, including the likes of Microsoft, Disney, Atlassian, Cloudflare and Slack, have used Sentry to monitor their code health. The company is well-positioned for significant growth. There is an emerging need for solutions that address holistic application health. As more companies focus on digital to engage with their customers, the reliability of their applications is essential. The global bug-tracking software market is expected to reach over $600 million by 2026 with an annual growth rate of almost 10%. Further, the company opened another office in Denver in early 2023, expanding its regional presence, as it continues to broaden its market presence.
You'll be working on
- At Sentry, Support is an engineering discipline. Our customers are developers, and they expect answers from people who can read their stack trace, open the SDK source, and tell them what’s actually wrong
- We’re hiring a Senior Manager to lead Support Engineering. You’ll run the team that handles everything from a single developer’s SDK question to a production incident at one of our largest enterprise customers. You’ll also help drive how we use AI in support: what systems are used, how they best help customers, enable the teams, and how we know the answers they give are right and forward looking
- This is a hands-on leadership role. You’ll manage people, set the support strategy, get face to face time with customers, while also getting into tickets when it matters
- Lead and grow the team
- Manage and coach a team of Technical Support Engineers
- Set clear expectations for technical depth, response quality, and ownership, and give direct feedback
- Design a coverage model that works across time zones, including on-call and escalation paths
- Build career paths for Support Engineers who want to go deeper technically, move into management, or move into different teams and practices
- Own support outcomes
- Own and report the team’s core metrics: CX, time to resolution, escalation rate, and more
- Use support conversations as a signal: find the top drivers of tickets and get them fixed in the product, the docs, internal operations, or the SDKs, not just answered faster
- Run AI-assisted support
- Own the roadmap for our support agents: which request types they handle, what context they need, and when they hand off to a person
- Set the quality bar for agent answers and the process for catching incomplete ones
- Decide where automation is worth building and where it isn’t, based on data
- Handle escalations and partner across Sentry
- Run the escalation process with Engineering: make sure bugs reach the right team with a reproduction and clear impact, and that customers hear back
- Be the support lead on high-stakes enterprise issues, working with Customer Success, Solutions Engineering, and Sales
- Bring a clear picture of customer pain to Product and Engineering, backed by numbers
Benefits
- Competitive Compensation + Equity
- Medical, Dental, Vision Insurance
- Commuter Stipend
- Professional Development Stipend
- Health & Wellness Benefits
- Charitable Matching Program
- Flexible PTO
- Paid Parental Leave
- 401k Plan
We're looking for
- Want to build the team and the systems at the same time
- 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
- 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
- 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
- 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
- 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
- Former software engineer
- Managed a team spread across multiple time zones
- Open source contributor or maintainer