Job details

Senior Support Engineer

About Sentry

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

Codecov is the all-in-one code coverage and quality solution for any test suite — giving developers actionable insights to deploy reliable code with confidence. Trusted by over 29,000 organizations, solving their problems is often complex and challenging, and may demand both a technical background and a solid knowledge of our product.

Codecovs’s engineers and product managers are always active on open-source channels such as GitHub and Discord, engaging in real conversations to make Codecov even better than it already is - Codecov 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 strong background in supporting users of CI pipelines and code hosting platforms who is passionate about engaging our 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 Codecov 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 Codecov product expert
Answer inbound Support requests about Codecov's product and it’s features
Triage, reproduce and and report product bugs as well monitor as escalations to engineering
Manage and curate customer feedback in our open source repos
Contribute to team wide goals and initiatives and support knowledge base documentation internal guides and demos

You’ll love this job if you

You believe that things should "just work" (and you're a natural tinkerer who wants to make that happen for our customers!)
You're driven by the joy customers get from using your products
Passion for developer tools and/or open source
Results-driven and self-motivated: no one needs to push you to excel; it’s just who you are
Eager to learn, adapt and grow your understanding of software engineering fundamentals; you seek apply your knowledge by helping those around you
Are comfortable in a fast-paced environment that requires strong time-management skills and collaboration with our technical and business teams

Qualifications

4+ prior experience in Customer Support or equivalent history of roles responsible for customer happiness
Experience CI pipelines, source control tooling, and code hosting platforms. Must have an understanding of SQL and log aggregation/exploration tools. Familiarity with Google Cloud Platform is a ideal.
Strong 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 cycle
Excellent written and oral communication skills
In San Francisco or willing to relocate
Bonus: Experience with Python and/or JavaScript, or similar dynamic programming languages (e.g. Ruby, PHP, etc), writing or shipping software as part of internships, personal projects (GitHub), or coding competitions

Bonus qualifications

Open Source contributions

The 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). See Sentry 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.

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.

Average salary estimate

$100000 / YEARLY (est.)

min

max

$90000K

$110000K

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What You Should Know About Senior Support Engineer, Sentry

Are you ready to make an impact as a Senior Support Engineer at Sentry in the heart of San Francisco? At Sentry, we believe that bad software is everywhere, and we’re on a mission to change that. With over 100,000 organizations trusting our performance and error monitoring tools, including industry giants like Disney and Microsoft, your role will be vital in helping developers write better software faster. In this position, you won’t just be a problem-solver; you’ll be the guiding hand for our SaaS users, tapping into your passion for technology and customer experience. As a Senior Support Engineer, you'll become a Codecov product expert, driving customer satisfaction through speedy responses to inquiries and crafting insightful knowledge base articles. Your technical background with CI pipelines and code hosting platforms will serve you well as you troubleshoot, reproduce, and report any product bugs that arise. The excitement doesn’t end there! You’ll collaborate actively on open-source platforms like GitHub and Discord, engaging with our community and taking customer feedback to the next level. If you're a natural tinkerer, eager to ensure that things “just work” for our users, then Sentry is the perfect place for you to grow while making a real difference in the software development world!

Frequently Asked Questions (FAQs) for Senior Support Engineer Role at Sentry

What does a Senior Support Engineer do at Sentry?

As a Senior Support Engineer at Sentry, you'll engage with users to resolve their queries and provide help with our products, ensuring a smooth user experience. You'll also be responsible for writing knowledge base articles and collaborating with our engineering team to address bugs and enhance product features.