Job
- Level
- Experienced
- Job Field
- IT, System, Test/QA
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- 52.000 to 78.000€ Gross/Year
- Location
- Vienna
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will develop expertise in the Sentry ecosystem, address complex technical inquiries, and assist developers with SDK implementations and the optimization of our AI-assisted workflows.
Job Technologies
Your role in the team
- At Sentry, support is an engineering discipline. Our customers are developers building the future of software, and they deserve answers that go deeper than a knowledge base link.
- We are redefining the standard of technical support by combining deep human expertise with AI-assisted workflows.
- We need you to solve complex technical issues, serve as the bridge to our Engineering teams, and help maintain the systems that scale our expertise to millions of developers.
- In this role you will master the Sentry Ecosystem.
- Become a Platform Expert: Develop deep authority on Sentry's features to guide customers through complex debugging workflows.
- Resolve Technical Inquiries: Answer inbound support requests with a focus on teaching and enabling developers, not just closing tickets.
- Troubleshoot SDK Implementations: Go beyond the UI to help developers instrument Sentry's SDKs within their specific codebases and frameworks.
- Support Our AI-Assisted Workflows.
- Audit AI Responses: Review responses from our AI support agent for accuracy and hallucinations, and create examples of 'perfect answers' to continuously improve performance.
- Curate Knowledge: Write and structure documentation that keeps our AI agent and our human engineers equipped with accurate, findable information.
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Our expectations of you
Qualifications
- Strong Coding Foundations: Proficiency in Python, JavaScript, or equivalent. You should be comfortable reading SDK source code and reproducing bugs.
- Modern Dev Stack Knowledge: Deep understanding of CI/CD, APIs, microservices, and observability/monitoring.
- Exceptional Communication: You speak both 'user' and 'developer' fluently, simplifying complexity for customers and turning findings into clear bug reports.
- All of the above, plus a track record of owning complex, high-impact problems end to end.
- Bonus qualifications: Practical familiarity with AI tooling and how LLMs or RAG-based systems work in practice.
Experience
- Support Engineer (2+ years)
- Senior Support Engineer (5+ years)
- Active presence on GitHub or experience contributing to open-source repositories.
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What we offer
- We are obliged by law to quote the minimum wage of EUR 53,802 gross per year for this position, in accordance with the respective collective agreement (IT-KV).
- This is a multi-level role (IC2–IC3), and compensation will be determined based on experience and leveling.
- The base salary ranges that Sentry reasonably expects to pay for this position are: Support Engineer (IC2): EUR 52,000 – EUR 63,000, Senior Support Engineer (IC3): EUR 64,000 – EUR 78,000.
- 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).
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Benefits
Work-Life-Integration
More net
Topics that you deal with on the job
Job Locations
This is your employer
Sentry (Functional Software GmbH)
Wien
Open-source error tracking provides developers with the ability to monitor and fix crashes in real time, boosting efficiency and improving user experience. Continuous iteration enables you to improve your product at a faster pace.
Description
- Language
- English
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Support Engineer
- Salary
- 52.000 to 78.000€ Gross/Year
- Location
- Vienna
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
- English Only
- English only required
