Senior Manager, Support Engineering

The role

You will lead and grow a team of Technical Support Engineers. You will manage support strategy, handle high-stakes enterprise escalations, and drive the roadmap for AI-assisted support.

What you will do

• Manage and coach a team of Technical Support Engineers
• Set expectations for technical depth, response quality, and ownership
• Design a coverage model including on-call and escalation paths
• Build career paths for Support Engineers
• Own and report core metrics like CX, time to resolution, and escalation rate
• Use support conversations to drive product, docs, and SDK fixes
• Own the roadmap for support agents and AI automation
• Set the quality bar for agent answers
• Run the escalation process with Engineering
• Be the support lead on high-stakes enterprise issues

Required qualifications

• 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
• Debugging across frontend, backend, and infrastructure
• Solid understanding of distributed systems, APIs, and how observability tools fit into them
• Hands-on experience running AI or automation in a support org
• Track record of using support data to drive product and process changes
• Clear, direct written communication with customers, executives, and engineers

Nice to have

• Experience at a developer tools or observability company
• Former software engineer
• Managed a team spread across multiple time zones
• Open source contributor or maintainer

Benefits

• Incentive compensation
• Equity grants
• Paid time off
• Group health insurance coverage

About the company

Sentry helps developers fix errors and performance issues before users notice. It is an application monitoring standard trusted by 200,000+ organizations.