Sentry
Senior Support Engineer, Codecov
Sentry, San Francisco, California, United States, 94199
Bad software is everywhere, and we’re tired of it. Sentry is on a mission to help developers write better software faster, so we can get back to enjoying technology.With more than $217 million in funding and 100,000+ organizations that believe we’re on to something, we're building performance and error monitoring tools that help companies like Disney, Microsoft, and Atlassian spend less time fixing bugs and more time building products. If you like to selfishly build things that make your digital life better, come help us build the next generation of software monitoring tools.About the role
At Sentry, our customers are software developers - solving their problems is often complex and challenging, and may demand both a technical background and a solid knowledge of our product. Sentry’s engineers and product managers are always active on open-source channels such as GitHub and Discord, engaging in real conversations to make Sentry even better than it already is - Sentry Support Engineers are expected to be able engage with our SaaS users in these channels and Zendesk to help solve our customer’s problems and guide folks toward optimal usage.We're looking for someone with a coding background who is passionate about engaging your customers and ensuring they have a great experience. You will be responsible for not only helping customers with their issues, but also writing knowledge base articles and crafting internal guides and demos to streamline our overall support team experience. You will drive success at Sentry by helping us reduce response times, help us scale our support needs, and ultimately make our customers happy.In this role you will
Become a Sentry product expertAnswer inbound Support requests about Sentry's product and usage of our SDK'sTriage, reproduce and and report product bugs as well monitor as escalations to engineeringManage and curate customer feedback in our open source reposContribute to team wide goals and initiatives and support knowledge base documentation internal guides and demosProviding real-time support to customer via chat, email, and video calls during the 4pm - 12am pst shift for our
customers in the APAC regionWill onboard in the SFO office for your first 90 days, from 9am to 5pm pstYou’ll love this job if you
Believe that things should "just work" (and you're a natural tinkerer who wants to make that happen for our customers!)Are driven by the joy customers get from using your productsHave passion for developer tools or open sourceAre Results-driven and self-motivated: no one needs to push you to excel; it’s just who you areEager to learn, adapt and grow your understanding of software engineering fundamentals; you seek apply your knowledge by helping those around youAre comfortable in a fast-paced environment that requires strong time-management skills and collaboration with our technical and business teamsQualifications
5+ prior experience in Customer Support or equivalent history of roles responsible for customer happinessStrong understanding of modern software development practices and tools (e.g. CI/CD, API’s, microservices, front-end vs. back-end development, observability, debugging, performance monitoring)Experience writing code and/or debugging code as well as a love of developer tooling and the software development life cycleExcellent written and oral communication skillsIn San Francisco or willing to relocateBonus:Open Source contributionsBonus:
Is fluent in Japanese or KoreanThe base salary range (or hourly wage range, if applicable) that Sentry reasonably expects to pay for this position is
$90,000 to $ 110,000. 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). SeeSentry Benefits
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.
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At Sentry, our customers are software developers - solving their problems is often complex and challenging, and may demand both a technical background and a solid knowledge of our product. Sentry’s engineers and product managers are always active on open-source channels such as GitHub and Discord, engaging in real conversations to make Sentry even better than it already is - Sentry Support Engineers are expected to be able engage with our SaaS users in these channels and Zendesk to help solve our customer’s problems and guide folks toward optimal usage.We're looking for someone with a coding background who is passionate about engaging your customers and ensuring they have a great experience. You will be responsible for not only helping customers with their issues, but also writing knowledge base articles and crafting internal guides and demos to streamline our overall support team experience. You will drive success at Sentry by helping us reduce response times, help us scale our support needs, and ultimately make our customers happy.In this role you will
Become a Sentry product expertAnswer inbound Support requests about Sentry's product and usage of our SDK'sTriage, reproduce and and report product bugs as well monitor as escalations to engineeringManage and curate customer feedback in our open source reposContribute to team wide goals and initiatives and support knowledge base documentation internal guides and demosProviding real-time support to customer via chat, email, and video calls during the 4pm - 12am pst shift for our
customers in the APAC regionWill onboard in the SFO office for your first 90 days, from 9am to 5pm pstYou’ll love this job if you
Believe that things should "just work" (and you're a natural tinkerer who wants to make that happen for our customers!)Are driven by the joy customers get from using your productsHave passion for developer tools or open sourceAre Results-driven and self-motivated: no one needs to push you to excel; it’s just who you areEager to learn, adapt and grow your understanding of software engineering fundamentals; you seek apply your knowledge by helping those around youAre comfortable in a fast-paced environment that requires strong time-management skills and collaboration with our technical and business teamsQualifications
5+ prior experience in Customer Support or equivalent history of roles responsible for customer happinessStrong understanding of modern software development practices and tools (e.g. CI/CD, API’s, microservices, front-end vs. back-end development, observability, debugging, performance monitoring)Experience writing code and/or debugging code as well as a love of developer tooling and the software development life cycleExcellent written and oral communication skillsIn San Francisco or willing to relocateBonus:Open Source contributionsBonus:
Is fluent in Japanese or KoreanThe base salary range (or hourly wage range, if applicable) that Sentry reasonably expects to pay for this position is
$90,000 to $ 110,000. 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). SeeSentry Benefits
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.
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