Technical Support Administrator providing inbound and outbound customer service for Canon products. Supporting technical inquiries and troubleshooting via calls and emails.
About the role
- Senior Technical Support Engineer at Sentry responsible for assisting developers and enhancing software usage. Engaging in real-time support and contributing to community channels.
Responsibilities
- Become a Sentry product expert
- Answer inbound Support requests about Sentry's product and usage of our SDK's
- Contribute to our community and social support channels
- Triage, reproduce 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
- Providing real-time support to customer via chat, email, and video calls during business hours
- Participate in on-call rotation for after-hours, holiday, and weekend support coverage
Requirements
- 8+ years of experience in technical customer support or similar roles in software/SaaS, with direct responsibility for troubleshooting, product guidance, and ensuring customer success
- Proficiency with Python and/or JavaScript, plus other dynamic languages (e.g., Ruby, PHP)
- Experience with modern frameworks (e.g., Django, Flask, Node.js, React)
- Exposure to strongly typed or compiled languages (e.g., Java, C#, C++), with understanding of systems-level concepts such as concurrency and memory management
- 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)
- Demonstrated coding experience through internships, personal projects (GitHub), or coding competitions
- Excellent written and oral communication skills
Benefits
- incentive compensation
- equity grants
- paid time off
- group health insurance coverage
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