Support Engineer

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 developers building the future of software, and they deserve answers that go deeper than a knowledge base link. We are redefining the standard of technical support by combining deep human expertise with AI-assisted workflows. We need you to solve complex technical issues, serve as the bridge to our Engineering teams, and help maintain the systems that scale our expertise to millions of developers. This is a multi-level role (IC2–IC3), and we encourage you to apply even if you don’t meet every requirement or aren’t sure where you fit—we’ll determine leveling based on your experience and interview performance. IN THIS ROLE YOU WILL Master the Sentry Ecosystem - Become a Platform Expert: Develop deep authority on Sentry's features to guide customers through complex debugging workflows - Resolve Technical Inquiries: Answer inbound support requests with a focus on teaching and enabling developers, not just closing tickets - Troubleshoot SDK Implementations: Go beyond the UI to help developers instrument Sentry's SDKs within their specific codebases and frameworks Support Our AI-Assisted Workflows - Audit AI Responses: Review responses from our AI support agent for accuracy and hallucinations, and create examples of "perfect answers" to continuously improve performance - Curate Knowledge: Write and structure documentation that keeps our AI agent and our human engineers equipped with accurate, findable information YOU’LL LOVE THIS JOB IF YOU - Are Tenacious: Complex, "this makes no sense" tickets energize you and you don't stop until you've traced the issue, found the signal in the noise, and driven it to resolution - Are a Developer Advocate: You have a passion for developer tools and care about the developer experience end-to-end - Are Results-Driven: You aren't satisfied with closing tickets. You want to build a system that scales QUALIFICATIONS Support Engineer (2+ years) - Strong Coding Foundations: Proficiency in Python, JavaScript, or equivalent. You should be comfortable reading SDK source code and reproducing bugs - Modern Dev Stack Knowledge: Deep understanding of CI/CD, APIs, microservices, and observability/monitoring - Exceptional Communication: You speak both "user" and "developer" fluently, simplifying complexity for customers and turning findings into clear bug reports Senior Support Engineer (5+ years) - All of the above, plus a track record of owning complex, high-impact problems end to end BONUS QUALIFICATIONS - Practical familiarity with AI tooling and how LLMs or RAG-based systems work in practice - Active presence on GitHub or experience contributing to open-source repositories We are obliged by law to quote the minimum wage of EUR 53,802 gross per year for this position, in accordance with the respective collective agreement (IT-KV). This is a multi-level role (IC2–IC3), and compensation will be determined based on experience and leveling. The base salary ranges that Sentry reasonably expects to pay for this position are: - Support Engineer (IC2): EUR 52,000 – EUR 63,000 - Senior Support Engineer (IC3): EUR 64,000 – EUR 78,000 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 candidate