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Codecov · 3 months ago

Senior Technical Support Engineer

San Francisco, CA

Full-time

Hybrid

Senior Level, Lead/Staff

$105K/yr - $130K/yr

8+ years exp

Codecov is on a mission to help developers write better software faster, providing performance and error monitoring tools. The Senior Technical Support Engineer will engage with customers to solve complex problems, write knowledge base articles, and contribute to community support channels, ensuring optimal usage of Sentry's products.

Developer ToolsEnterprise SoftwareSaaSTest and Measurement

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 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

Qualification

Technical customer supportPythonJavaScriptSoftware development practicesOpen Source contributionsCommunication skills

Required

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

Experience with Python and/or JavaScript, or other dynamic programming languages (e.g., Ruby, PHP). Exposure to additional paradigms such as strongly typed or compiled languages (e.g., Java, C#, C++) is a plus

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