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Senior Manager, Support Engineering

Sentry

Senior Manager, Support Engineering is a still-open role at Sentry on Jobrow. Location: Hybrid · San Francisco, California · San Francisco · California · United States. Listed pay: $160k–$180k. Sourced from the company's public Ashby board. First seen 17 days ago; last confirmed 9 days ago. Apply on the employer ATS — Jobrow is not the employer.

Pay
$160k–$180k
Workplace
Hybrid
Location
San Francisco, California · San Francisco · California · United States
First seen
17 days ago
Last seen
9 days ago
Board
Ashby
Apply

About this role

ABOUT SENTRY Software runs the world and the pace is faster than ever.

  • Function: Engineering
  • Seniority: senior

Location & pay

Hybrid · San Francisco, California · San Francisco · California · United States Listed pay on Jobrow: $160k–$180k.

Source

Jobrow reads the public Ashby board for Sentry. First seen 17 days ago; last seen 9 days ago. We are not the employer — apply only on the company ATS.

Posting

ABOUT SENTRY Software runs the world and the pace is faster than ever. Sentry helps developers fix errors and performance issues before users notice, so teams can spend less time firefighting and more time building. Trusted by 200,000+ organizations, Sentry is today’s application monitoring standard and our team is building its AI-native future. ABOUT THE ROLE At Sentry, Support is an engineering discipline. Our customers are developers, and they expect answers from people who can read their stack trace, open the SDK source, and tell them what's actually wrong. We're hiring a Senior Manager to lead Support Engineering. You'll run the team that handles everything from a single developer's SDK question to a production incident at one of our largest enterprise customers. You'll also help drive how we use AI in support: what systems are used, how they best help customers, enable the teams, and how we know the answers they give are right and forward looking. This is a hands-on leadership role. You'll manage people, set the support strategy, get face to face time with customers, while also getting into tickets when it matters. IN THIS ROLE YOU WILL Lead and grow the team - Manage and coach a team of Technical Support Engineers - Set clear expectations for technical depth, response quality, and ownership, and give direct feedback - Design a coverage model that works across time zones, including on-call and escalation paths - Build career paths for Support Engineers who want to go deeper technically, move into management, or move into different teams and practices Own support outcomes - Own and report the team's core metrics: CX, time to resolution, escalation rate, and more - Use support conversations as a signal: find the top drivers of tickets and get them fixed in the product, the docs, internal operations, or the SDKs, not just answered faster Run AI-assisted support - Own the roadmap for our support agents: which request types they handle, what context they need, and when they hand off to a person - Set the quality bar for agent answers and the process for catching incomplete ones - Decide where automation is worth building and where it isn't, based on data Handle escalations and partner across Sentry - Run the escalation process with Engineering: make sure bugs reach the right team with a reproduction and clear impact, and that customers hear back - Be the support lead on high-stakes enterprise issues, wo

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