Technical Support Engineer

Join Sentry, a leading software performance monitoring platform, as an APAC Technical Support Engineer. In this role, you will provide support to our users in the APAC region, engage with developers across various platforms, and act as the Technical Lead for our Agentic Ops. You will perform deep-dive debugging, support senior engineers at our largest enterprise customers, troubleshoot SDK implementations, and serve as the bridge between developers and our product teams. Additionally, you will engineer deterministic support paths, build knowledge into our systems, and develop agentic tooling. This position offers competitive compensation, equity, and a range of benefits.

• Provide technical support to users in the APAC region, addressing complex issues and ensuring high-quality service.
• Engage with users across various platforms, acting as the Technical Lead for Agentic Operations and ensuring seamless communication.
• Engineer the logic that powers support agents, moving beyond probabilistic guesses to high-fidelity, autonomous resolutions.
• AI & Automation Literacy: Practical familiarity with LLM orchestration (RAG, context windows, system prompts) and a critical eye for where AI succeeds versus where it requires human intervention
• Are excited about using AI to improve customer experiences; not replace human expertise
• Strong Coding Foundations: Mastery of Python, JavaScript, Java, or Ruby. You are comfortable reading SDK source code and identifying bugs in production-level repositories
• You’re a Developer Advocate: You want to guide the industry on how elite engineers and AI co-exist in a high-density technical ecosystem
• Exceptional Communication: The ability to explain complex architectural concepts to a human and write precise "system instructions" for an AI
• You love eliminating Non-scalable effort: you enjoy automating repetitive work and take pride in building systems that save time and effort
• You Value Evidence-Based Support: You prefer looking at data trends over anecdotal evidence to decide where to build automation next
• You’re a Full-Stack Troubleshooter: You enjoy jumping from a React frontend issue to a Python backend trace to a CI/CD pipeline failure in a single afternoon
• Systems Depth: Deep understanding of distributed systems, microservices, APIs, and the "path of a pixel" from frontend to database
• Believe great documentation is as valuable as great code
• 4+ years of experience in technical support engineering, systems engineering, or software development, with a track record of solving high-complexity SaaS problems
• Open Source Contributor: An active presence on GitHub or experience maintaining open-source libraries
• Former Software Developer: You’ve spent time in the trenches as a full-time dev and know exactly what keeps our customers up at night