Job Description
Job Overview
Sentry is on a mission to help developers write better software faster by building performance and error monitoring tools. They are looking for a Technical Support Manager who will lead a team of Support Engineers while also actively participating in support activities. The ideal candidate will have a strong technical background and a passion for mentoring others, ensuring high-quality support for Sentry's customers.
Technical Requirements
Required Skills
- • Technical support
- • Software engineering
- • People management
- • Mentoring
Preferred Skills
- • Open Source contributions
- • Experience with support tools like Zendesk and JIRA
Experience Level
8+ years in technical support, software engineering, or sales engineering with 2+ years in a management or team lead role.
Responsibilities
- • Serve as the ultimate escalation point for complex technical questions.
- • Participate in answering inbound support requests to maintain product knowledge.
- • Triage, reproduce, and report complex product bugs.
- • Engage with users in public channels to solve problems.
- • Conduct code reviews and mentor engineers on debugging strategies.
- • Own team performance metrics and workload balancing.
- • Shape the knowledge base by writing and curating technical documentation.
- • Act as Incident Commander for support during high-severity issues.
Benefits & Perks
- • Employee benefit plans
- • Incentive compensation
- • Equity grants
- • Paid time off
- • Group health insurance coverage
Additional Information
- Location
- Hybrid work model with in-office anchor days
- Type
- Full-time
- Compensation
- $165,000 CAD base salary
About Sentry
Sentry provides application performance monitoring and error tracking software for developers and software teams to identify and resolve issues quickly.
Company Size
1001-5000
Website
Categories
Application Monitoring
Error Tracking
Performance Monitoring
Software