Technical Support Manager • Lead

Who you are

You are a seasoned Technical Support Manager with a strong engineering background, ready to lead a team of high-performing Support Engineers. With a deep understanding of software development, you thrive in solving complex technical problems and enjoy mentoring others. Your experience allows you to engage directly with customers, providing exceptional support while also managing your team effectively. You are comfortable in a hybrid work environment, balancing in-office collaboration with remote flexibility.

You have a passion for technology and a commitment to helping developers write better software. Your previous roles have equipped you with the skills to debug code in open-source repositories and handle technical escalations with ease. You understand the importance of being a 'Player-Coach', actively participating in support tasks while guiding your team to success. Your communication skills enable you to articulate complex technical concepts clearly, fostering a collaborative atmosphere.

Desirable

Experience with performance and error monitoring tools is a plus, as is familiarity with the software development lifecycle. You are adaptable and open to learning new technologies, ensuring that you and your team stay ahead in a rapidly evolving industry.

What you'll do

As the Technical Support Manager at Sentry, you will lead a dedicated team of Support Engineers, ensuring they have the resources and guidance needed to excel in their roles. You will spend a significant portion of your time in the support queue, tackling the most challenging technical issues and providing hands-on assistance to your team and customers. Your role will involve mentoring team members, helping them develop their technical skills and grow in their careers.

You will act as the primary Subject Matter Expert (SME) for your team, leveraging your engineering expertise to resolve escalated issues efficiently. Collaborating closely with product and engineering teams, you will provide feedback on customer pain points and contribute to product improvements. Your leadership will foster a culture of continuous learning and improvement within the support team, ensuring that they are equipped to handle the complexities of customer inquiries.

What we offer

Sentry embraces a hybrid work model, allowing you to enjoy the benefits of both in-office collaboration and remote work. You will be part of a mission-driven company focused on helping developers create better software. With a strong emphasis on team dynamics and collaboration, Sentry provides an environment where your contributions will have a meaningful impact on the success of the organization. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.