Manager, Technical Support

About the Role

Day-to-day, you will be responsible for leading from the front, actively participating in the queue, and setting the standard for quality. You will also be responsible for triaging and debugging complex product bugs, engaging with the community, and representing the Sentry brand technically. As a leader, you will drive success not just by tracking metrics but by showing your team how to solve the unsolvable.

Sentry's hybrid work model offers a unique balance between in-office collaboration and remote work. With Mondays, Tuesdays, and Thursdays set as in-office anchor days, you will have the opportunity to work closely with your team while also enjoying the flexibility of remote work.

What You Will Do

• Serve as the ultimate escalation point for complex technical questions
• Participate in the queue, handling inbound support requests and setting the standard for quality
• Triage, reproduce, and report complex product bugs
• Engage directly with users in public channels to solve problems and represent the Sentry brand
• Develop and mentor a team of Support Engineers
• Conduct code reviews and provide deep technical feedback
• Drive performance and own core metrics such as CSAT, Response Time, and Resolution Time
• Shape the knowledge base and ensure internal guides and customer-facing docs are technically accurate
• Participate in the on-call rotation for high-severity issues and act as Incident Commander

What We Are Looking For

• 8+ years of experience in technical support, software engineering, or sales engineering
• 2+ years of people management or team lead experience with a track record of hiring and mentoring technical talent
• Deep technical proficiency in software development and debugging
• Experience with performance and error monitoring tools
• Strong leadership and mentoring skills
• Ability to drive success and metrics-driven decision making
• Excellent communication and problem-solving skills
• Experience with remote work and hybrid work models

Nice to Have

• Experience with open-source software development
• Familiarity with Discord and GitHub
• Knowledge of software development methodologies such as Agile
• Experience with cloud-based technologies and infrastructure
• Certification in software development or technical support

Benefits and Perks

• Competitive salary and benefits package
• Opportunities for professional growth and development
• Flexible remote work options and hybrid work model
• Access to cutting-edge technologies and tools
• Collaborative and dynamic work environment
• Recognition and reward for outstanding performance
• Comprehensive health and wellness benefits
• Generous PTO and vacation time

• When applying, make sure to highlight your technical skills and experience, particularly in software development and debugging.
• Showcase your leadership and mentoring experience, and be prepared to provide examples of how you have driven success in previous roles.
• Familiarize yourself with Sentry's products and services, and be prepared to ask thoughtful questions during the interview process.
• Emphasize your ability to work in a fast-paced environment and your experience with remote work and hybrid work models.
• Be prepared to provide examples of how you have handled complex technical issues and how you have driven metrics-driven decision making.
• Showcase your passion for problem-solving and your ability to think critically and creatively.
• Make sure to research the company culture and values, and be prepared to discuss how you align with them.