Sentry
Senior Manager, Support Engineering
$160K–$180K
San Francisco, California · Hybrid · Manager · Full-time · Posted Oct 14, 2026
- Experience
- 8+ years in a relevant field and 3+ years managing technical support engineers.
About the job
Leads Sentry’s Support Engineering team, support strategy, customer escalations, and AI-assisted support operations.
What you'll do
- Manage and grow Technical Support Engineers, including coaching, coverage, and career development.
- Own support outcomes and metrics, using customer and ticket data to drive product, documentation, and process improvements.
- Lead AI-assisted support and enterprise escalations, partnering with Engineering, Product, Customer Success, Solutions Engineering, and Sales.
What they ask for
- 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.
- Able to read code in at least a few of Python, JavaScript/TypeScript, Java, or Ruby, and debug across frontend, backend, and infrastructure; solid understanding of distributed systems, APIs, and observability tools.
- Hands-on experience running AI or automation in a support organization, a clear view of failure modes, and a track record of using support data to drive product and process changes.
Nice to have
- Experience at a developer tools or observability company; former software engineer.
- Managed a team across multiple time zones; open source contributor or maintainer.
Pay
$160,000 to $180,000 USD base salary; $160K – $180K USD base salary
Tools
Python, JavaScript/TypeScript, Java, Ruby
AI focus
Owns the roadmap and quality standards for support agents, including request handling, context, handoffs, answer quality, and data-informed automation decisions.
Model-written summary · the original posting is authoritative