Sentry

This role focuses on architecting and engineering the technical support engine by combining human expertise with autonomous agentic systems. The engineer will treat support volume as a data signal to build automated resolution paths, ensuring human engineers handle only the most complex issues. Key responsibilities include acting as a strategic consultant for enterprise customers, troubleshooting SDK implementations, and developing the logic and tooling for support agents, including "skills" for complex lookups and state-checks. The role emphasizes eliminating non-scalable effort through automation and building systems that leverage AI for autonomous resolution.

This role involves supporting developers by resolving complex technical issues, acting as a bridge to Engineering, and maintaining systems. A key part of the role is to support AI-assisted workflows by auditing AI responses for accuracy, identifying hallucinations, and curating knowledge to improve the AI agent's performance. The role also requires troubleshooting SDK implementations and guiding customers through debugging workflows.