Sentry

More roles at Sentry

Senior Manager, Support Engineering

Hybrid

Part remote, part office, you need to live within commuting distance of a named location.

Hybrid · San Francisco, California

Employer listed it 12 days ago · Added 10 days ago

First listed 12 days ago and still open.

Salary

$160k to $180k per year

Location

Hybrid · San Francisco, California

Timezone

Not stated

Contract

Full-time

Experience

Senior

What the advert says

Quoted word for word from the employer's advert. Where it says nothing, we say so.

Working hours: Design a coverage model that works across time zones, including on-call and escalation paths
Where you can work from: Location eligibility not confirmed
Contract: Not mentioned in the advert
Experience asked for: Not mentioned in the advert
Pay: The base salary range (or hourly wage range, if applicable) that Sentry reasonably expects to pay for this position is $160,000 to $180,000.

Remote flexibility

Hybrid

This role is only partly remote, the employer expects time in the office around San Francisco, California, Hybrid, so you need to live within commuting distance.

What the employer says

Source listing states candidate location: "San Francisco, California, Hybrid"
Listing mentions "Hybrid"

What Nomaders makes of it

Not suitable if you plan to move between countries

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

Before you apply

Questions worth asking: Nomaders interpretation

This role involves office time, but the advert does not say how often. Ask how many days a week are expected on site.
The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.

Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.

About the role

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, 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.

In this role you will

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

Requirements

·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

Benefits

No benefits package published with this listing. Ask about it at first interview.

How to apply

1Check the flexibility label above, hybrid, matches where you plan to live and work.
2Tailor your CV to the role at Sentry, mentioning your remote working experience.
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 11d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.