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Senior Manager, Support Engineering

Sentry· Support
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Hybrid (San Francisco, California)$160k - $180kFull-timePosted 1w ago

About the role

Senior Manager to lead Sentry's Support Engineering, shaping the team, strategy, and AI-assisted support initiatives for a global, enterprise-focused customer base.

Responsibilities

  • - 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 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
  • - 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
  • - 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

Qualifications

  • - 8+ years in technical support, support engineering, or software engineering at a SaaS or developer tools company
  • - 3+ years managing technical support engineers, including hiring and growing a team
  • - 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
  • - Solid understanding of distributed systems, APIs, and how observability tools (errors, tracing, logs) fit into them
  • - Hands-on experience running AI or automation in a support org, and a clear view of its failure modes
  • - Track record of using support data to drive product and process changes
  • - Clear, direct written communication with customers, executives, and engineers
  • Bonus-like items (not required):
  • - Experience at a developer tools or observability company
  • - Former software engineer
  • - Managed a team spread across multiple time zones
  • - Open source contributor or maintainer

Skills

Required:Technical Support LeadershipTechnical depth and code readingSupport metrics and analytics

Benefits

  • - See Sentry Benefits for details (includes incentive compensation, equity grants, paid time off, and group health insurance)
  • - Pursue career growth opportunities and a collaborative, engineering-driven support organization
Last updated Oct 18, 2026. Interested? Apply on the company site.
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About Sentry

Application Performance Monitoring & Error Tracking Software

Application performance monitoring for developers & software teams to see errors clearer, solve issues faster & continue learning continuously. Get started at sentry.io.

AI code reviewAI/SeerApplication MonitoringCode breaksCode breaks,Error TrackingLogsMCP server
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