---
title: 'Senior Manager, Support Engineering at Sentry'
canonical: 'https://feeny.ai/job/senior-manager-support-engineering-sentry-san-francisco-81psy45dyjrq'
type: 'job'
last_seen: '2026-10-16'
---

# Senior Manager, Support Engineering at Sentry

- **Company:** Sentry
- **Location:** San Francisco, CA
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-10-14
- **Last confirmed live:** 2026-10-16
- **Apply:** https://jobs.ashbyhq.com/sentry/2b5e1ac5-9709-4280-9ceb-51bff95328e3

## Job description

## 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, working with Customer Success, Solutions Engineering, and Sales
- Bring a clear picture of customer pain to Product and Engineering, backed by numbers

You'll love this job if you

- Think great support is an engineering problem, not a staffing problem
- Want to build the team and the systems at the same time
- Can debug a tricky SDK issue yourself and also explain to a VP why their incident took four hours
- Would rather fix the cause of 200 tickets than answer them faster
- Have strong opinions on where AI helps in support and where it makes things worse, and be willing to discuss this at length.

## 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, and debugging across frontend, backend, and infrastructure
- Solid understanding of distributed systems, APIs, and how observability tools (errors, tracing, logs) fit into them
- Hands-on experience running AI or automation in a support org, and a clear view of its failure modes
- Track record of using support data to drive product and process changes
- Clear, direct written communication with customers, executives, and engineers

Bonus

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

The base salary range (or hourly wage range, if applicable) that Sentry reasonably expects to pay for this position is $160,000 to $180,000. A successful candidate’s actual base salary (or hourly wage) amount will be determined by a variety of relevant factors including, without limitation, the candidate’s work location, education, work and other relevant experience, skills, and job-related knowledge. A successful candidate will be eligible to participate in Sentry’s employee benefit plans/programs applicable to the candidate’s position (including incentive compensation, equity grants, paid time off, and group health insurance coverage). See [Sentry Benefits](https://sentry.io/careers/) for more details about the Company’s benefit plans/programs.

## Equal Opportunity at Sentry

Sentry is committed to providing equal employment opportunities to its employees and candidates for employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other legally-protected characteristic. This commitment includes the provision of reasonable accommodations to employees and candidates for employment with physical or mental disabilities who require such accommodations in order to (a) perform the essential functions of their jobs, or (b) seek employment with Sentry. We strive to build a diverse team, with an inclusive culture where every teammate can thrive. Sentry is an open-source company because we believe that everyone, everywhere, should have the ability and tools to make great software. Software should be accessible. That starts with making our industry accessible. If you need assistance or an accommodation due to a disability, you may contact us at accommodations@sentry.io. Want to learn more about how Sentry handles applicant data? Get the details in our [Applicant Privacy Policy](https://sentry.io/careers/applicantprivacy/).

## About Sentry

## Company Overview
- **One-liner**: Sentry is the leading application performance monitoring and error-tracking platform that helps developers diagnose, fix, and optimize code in real-time.
- **Entity Type**: Private (Series E)
- **Headquarters**: San Francisco, California, USA
- **Founded**: 2012
- **Founders**: David Cramer, Chris Jennings

## Core Business
- **Primary industry**: Application Performance Monitoring (APM) and Error Tracking Software
- **Target customers**: B2B; developers and engineering teams at organizations of all sizes, from startups to large enterprises (200K+ organizations)
- **Mission or purpose**: To give every developer the tools to build better software, faster, by making debugging and performance monitoring accessible and indispensable.

## Products & Services
- **Sentry Error Tracking**: The core product — real-time error monitoring that captures, aggregates, and surfaces software bugs across 100+ coding languages and frameworks. [sentry.io](https://sentry.io/welcome/)
- **Sentry Performance Monitoring**: Traces slow transactions, API calls, and database queries to help developers optimize application speed and reliability. [sentry.io](https://sentry.io/welcome/)
- **Sentry Session Replay**: Video-like replays of user sessions to see exactly what happened before, during, and after an error. [sentry.io](https://sentry.io/welcome/)
- **Sentry Profiling**: Continuous code profiling to identify performance bottlenecks at the function level. [sentry.io](https://sentry.io/welcome/)
- **Sentry Crash Reporting (Cocoa/Android)**: Native SDKs for mobile error tracking and performance monitoring. [sentry.io](https://sentry.io/welcome/)
- **Seer (AI Debugging Agent)**: An AI-powered tool that uses Sentry context (logs, commits, traces) to automatically root-cause issues and generate merge-ready patches. [sentry.io](https://sentry.io/welcome/)
- **Sentry MCP Server**: Integrates with coding agents to bring full debugging context directly into the developer's workflow. [sentry.io](https://sentry.io/welcome/)

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (last known funding round was $217M total raised)
- **Key Metric**: $217M total funding raised across 6 rounds; processes 190B+ events daily; serves 200K+ customers and 4M+ total users across 146 countries [sentry.io](https://sentry.io/about/)
- **Notable Investors/Partners**: Backed by prominent venture capital firms (specific names not listed on the about page, but the company has raised significant capital). Key integrations include GitHub, Slack, Jira, and Linear. [sentry.io](https://sentry.io/welcome/)
- **Growth Signals**: Acquired Codecov in December 2022 to expand into code coverage; processes 790B+ events per month; has 200+ employees across offices in San Francisco, Vienna, Toronto, Amsterdam, New York, and Sydney. [sentry.io](https://sentry.io/about/)

## Competitive Advantages
- **Developer-First DNA**: Built by developers for developers, with an open-source heritage that fosters deep trust and community adoption.
- **Unified Observability Platform**: Uniquely connects errors, logs, session replays, traces, profiles, and metrics under a single trace ID, providing end-to-end context that competitors like Datadog or New Relic offer as separate products.
- **AI-Native Debugging**: Seer, the AI debugger, goes beyond simple alerting to automatically root-cause issues and generate patches, a significant moat in the AI-assisted development space.
- **Massive Scale & Community**: Loved by millions of developers and 200K organizations, with 190B+ events processed daily, creating a powerful network effect and data advantage for AI models. [sentry.io](https://sentry.io/about/)

## Strategic Focus
- **AI-Powered Developer Tools**: Deep investment in AI (Seer, AI code review, AI evals) to move from passive monitoring to proactive debugging and automated fixing.
- **Unified Observability**: Continuing to break down silos between errors, performance, logs, and replays into a single, trace-connected experience.
- **Platform Expansion**: Growing beyond error tracking into a full-stack observability and developer productivity platform, including code coverage (via Codecov acquisition) and AI-assisted development.
- **Enterprise Scale**: Building out capabilities for large organizations (enterprise product marketing, solutions engineering, security compliance) while maintaining a strong developer experience.

## Why Work Here
- **Culture & Values**: Emphasizes "pixels matter" (attention to detail), constructive feedback, iteration, and valuing people from diverse backgrounds. The culture is described as relatively small, fast-growing, and highly influential. [sentry.io](https://sentry.io/careers/)
- **Remote/Hybrid Policy**: Offers roles across multiple global offices (San Francisco, Toronto, Vienna, Amsterdam, New York, Sydney) with a mix of in-office and remote positions. The careers page lists specific locations for each role. [sentry.io](https://sentry.io/careers/)
- **Notable Perks**: Competitive compensation + equity, flexible PTO, paid parental leave, medical/dental/vision insurance, 401k plan (US), commuter benefits, professional development stipend, charitable matching program, and a well-stocked office (including "a minimum of six different brands of sparkling water"). [sentry.io](https://sentry.io/careers/)
- **Engineering Culture**: High ownership and autonomy; engineers influence product, brand, and culture. The company is known for shipping high-quality code and has a strong open-source ethos. [sentry.io](https://sentry.io/careers/)
- **Diversity & Inclusion**: Committed to equal employment opportunity and providing reasonable accommodations. Explicitly states that software should be accessible, starting with making the industry accessible. [sentry.io](https://sentry.io/careers/)

## Sources
1. [sentry.io](https://sentry.io/about/)
2. [sentry.io](https://sentry.io/careers/)
3. [sentry.io](https://sentry.io/welcome/)
4. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/sentry)
5. [greatplacetowork.com](https://www.greatplacetowork.com/certified-company/7024898)

## Other roles at Sentry

- [Senior Software Engineer, Foundational Storage](https://feeny.ai/job/senior-software-engineer-foundational-storage-sentry-toronto-k926phh2jmme) — Toronto, Canada
- [Senior Software Engineer, Foundational Storage](https://feeny.ai/job/senior-software-engineer-foundational-storage-sentry-san-francisco-6azsxdsgmbst) — San Francisco, CA
- [Senior Software Engineer, Billing Platform](https://feeny.ai/job/senior-software-engineer-billing-platform-sentry-toronto-2kn2qxr50eap) — Toronto, Canada
- [Senior Software Engineer, Billing Platform](https://feeny.ai/job/senior-software-engineer-billing-platform-sentry-san-francisco-35hm5tbwwewd) — San Francisco, CA
- [Engineering Manager, Billing Platform](https://feeny.ai/job/engineering-manager-billing-platform-sentry-san-francisco-fzwmxztfbnhs) — San Francisco, CA
- [Senior Software Engineer, Developer Infrastructure](https://feeny.ai/job/senior-software-engineer-developer-infrastructure-sentry-san-francisco-f2ez7e0prgtx) — San Francisco, CA
- [Software Engineer, Streaming Platform](https://feeny.ai/job/software-engineer-streaming-platform-sentry-toronto-56b6fw7dnm6v) — Toronto, Canada
- [Software Engineer, Streaming Platform](https://feeny.ai/job/software-engineer-streaming-platform-sentry-san-francisco-592reqd0edzz) — San Francisco, CA
- [Senior Technical Program Manager, AI Platform](https://feeny.ai/job/senior-technical-program-manager-ai-platform-sentry-san-francisco-pxqt35nw0was) — San Francisco, CA
- [Staff Software Engineer, AI Developer Tooling](https://feeny.ai/job/staff-software-engineer-ai-developer-tooling-sentry-san-francisco-d9be9347b8zr) — San Francisco, CA