Support Engineer with Python and JavaScript

About The Role

At Sentry, our customers are software developers - solving their problems is often complex and challenging, and may demand both a technical background and a solid knowledge of our product. Sentry’s engineers and product managers are always active on open-source channels such as GitHub and Discord, engaging in real conversations to make Sentry even better than it already is. Sentry Support Engineers are expected to be able to engage with our SaaS users in these channels and Zendesk to help solve our customer’s problems and guide folks toward optimal usage.

Responsibilities

• Become a Sentry product expert.
• Answer inbound support requests about Sentry's product and usage of our SDKs.
• Triage, reproduce, and report product bugs as well as monitor escalations to engineering.
• Manage and curate customer feedback in our open source repos.
• Contribute to team-wide goals and initiatives and support knowledge base documentation, internal guides, and demos.

Qualifications

• 5+ years of experience in Customer Support or equivalent roles responsible for customer happiness.
• Experience with Python and/or JavaScript, or similar dynamic programming languages (e.g., Ruby, PHP, etc.), writing or shipping software as part of internships, personal projects (GitHub), or coding competitions.
• Strong understanding of modern software development practices and tools (e.g., CI/CD, APIs, microservices, front-end vs. back-end development, observability, debugging, performance monitoring).
• Experience writing code and/or debugging code as well as a love of developer tooling and the software development life cycle.
• Excellent written and oral communication skills.
• Located in San Francisco or willing to relocate.
• Bonus: Open Source contributions.

You’ll Love This Job If You

• Believe that things should "just work" and you're a natural tinkerer who wants to make that happen for our customers.
• Are driven by the joy customers get from using your products.
• Have a passion for developer tools or open source.
• Are results-driven and self-motivated: no one needs to push you to excel; it’s just who you are.
• Are eager to learn, adapt, and grow your understanding of software engineering fundamentals; you seek to apply your knowledge by helping those around you.
• Are comfortable in a fast-paced environment that requires strong time-management skills and collaboration with our technical and business teams.

Benefits

• Competitive salary range of €85,000 to €95,000.
• Medical insurance.
• Paid time off.
• Equity grants.
• Group health insurance coverage.

Sentry is committed to providing equal employment opportunities to its employees and candidates for employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other legally-protected characteristic. This commitment includes the provision of reasonable accommodations to employees and candidates for employment with physical or mental disabilities who require such accommodations in order to perform the essential functions of their jobs or seek employment with Sentry. We strive to build a diverse team, with an inclusive culture where every teammate can thrive. Sentry is an open-source company because we believe that everyone, everywhere, should have the ability and tools to make great software. Software should be accessible. That starts with making our industry accessible.