Technical Support Engineer

About The Role

At Sentry, Support is an engineering discipline. Our customers are the greatest technical minds in the world—developers at elite enterprises building the future of software—and they deserve answers that go deeper than a knowledge base link. We're looking for an APAC Technical Support Engineer based in San Francisco to join our global Support Engineering team. This role is designed to provide APAC coverage to our users; Sunday through Thursday 4PM-12AM PST. We are architecting the Technical Support engine. We’re looking for an experienced engineer to help us redefine the standard of technical support by combining deep human expertise with autonomous agentic systems.

Qualifications

• 4+ years of experience in technical support engineering, systems engineering, or software development, with a track record of solving high-complexity SaaS problems.
• Strong Coding Foundations: Mastery of Python, JavaScript, Java, or Ruby. You are comfortable reading SDK source code and identifying bugs in production-level repositories.
• Systems Depth: Deep understanding of distributed systems, microservices, APIs, and the "path of a pixel" from frontend to database.
• AI & Automation Literacy: Practical familiarity with LLM orchestration (RAG, context windows, system prompts) and a critical eye for where AI succeeds versus where it requires human intervention.
• Exceptional Communication: The ability to explain complex architectural concepts to a human and write precise "system instructions" for an AI.

Bonus Qualifications

• Open Source Contributor: An active presence on GitHub or experience maintaining open-source libraries.
• Former Software Developer: You’ve spent time in the trenches as a full-time dev and know exactly what keeps our customers up at night.