Technical Support Engineer

About this role

Sentry seeks an experienced Technical Support Engineer to provide APAC coverage while helping architect their next-generation support system. You'll combine expert debugging with AI-powered automation, acting as both a strategic consultant for enterprise developers and an engineer building intelligent resolution systems.

What you'll do

• Perform root-cause analysis on complex distributed tracing and observability issues across diverse environments
• Debug SDK implementations and help enterprise customers solve high-stakes architectural challenges
• Engineer deterministic logic and knowledge bases for autonomous support agents using MCP and internal APIs
• Build tooling that enables agentic systems to resolve issues autonomously while maintaining human-in-the-loop oversight
• Serve as technical liaison between customer insights and product teams, using support patterns to inform platform priorities
• Provide APAC-timezone coverage (Sunday–Thursday, 4PM–12AM PST)

What they're looking for

• Python, JavaScript, Java, or Ruby programming
• Distributed systems and observability troubleshooting
• SDK debugging and source code analysis
• AI/agentic systems architecture and prompt engineering
• Model Context Protocol (MCP) implementation
• Full-stack troubleshooting across frontend, backend, and DevOps
• Technical writing and documentation
• Systems thinking and automation design

Benefits

• Work with 200,000+ organizations solving elite-level technical challenges
• Shape the future of AI-assisted technical support
• Combine human expertise with autonomous systems rather than replacement automation
• Influence product direction through direct customer feedback loops

Likely interview questions

• Tell us about a complex technical issue you debugged that involved multiple systems or frameworks. How did you approach it?
• Describe your experience building or designing automation systems. How do you decide what to automate versus handle manually?