160K–180K USD / year
Senior Manager, Support Engineering
OtherHybrid — San Francisco, California
Published on 2026-10-14
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About this role
This position is for a Senior Manager in Support Engineering at Sentry, responsible for leading the support team that addresses developer queries and production incidents. The role is focused on improving technical support processes, utilizing AI in customer interactions, and managing escalations while collaborating with various teams.
About the company
Sentry provides monitoring and error tracking tools designed to help software teams identify and fix issues in real-time. The company serves developers and organizations seeking to enhance their application's reliability and performance through data-driven insights.
The team
Support
What you'll do
- Manage and coach a team of Technical Support Engineers
- Set clear expectations for response quality and ownership
- Own and report the team's core metrics
- Run the escalation process with Engineering
What we're looking for
- 8+ years in technical support or software engineering
- 3+ years managing technical support engineers
- Comfortable reading code in languages like Python, JavaScript, or Ruby
- Solid understanding of distributed systems and APIs
Nice to have
- Experience at a developer tools or observability company
- Former software engineer
- Managed a team across multiple time zones