Analyste soutien technique résolvant les incidents SQL, Java et intégrations pour le logiciel infonuagique de Tecsys. Soutien aux hôpitaux, pharmacies et distributeurs grâce au diagnostic et à la collaboration interne.
About the role
- Senior Technical Support Engineer helping Sentry, an application monitoring platform, debug complex SaaS issues. Building MCP-powered agentic support systems and autonomous resolution paths.
Responsibilities
- Perform root-cause analysis on complex issues and distributed tracing gaps across polyglot environments
- Act as a strategic consultant for senior engineers at enterprise customers
- Solve high-stakes architectural challenges related to observability
- Troubleshoot Sentry SDK implementations by reading source code and investigating complex frameworks and custom environments
- Bridge customer feedback and product teams to prioritize high-impact platform fixes
- Engineer deterministic logic for support agents and autonomous resolutions
- Build knowledge context into support systems
- Develop agentic tooling and skills using MCP and Sentry internal APIs
- Engage users across GitHub, Discord, and internal systems
- Act as Technical Lead for Agentic Operations
- Create human-in-the-loop escalation paths for complex support issues
- Help evolve support from a help desk into an autonomous resolution engine
Requirements
- 5–8+ years of experience in technical support engineering, systems engineering, or software development
- Track record of solving high-complexity SaaS problems
- Mastery of Python, JavaScript, Java, or Ruby
- Comfortable reading SDK source code and identifying bugs in production-level repositories
- Deep understanding of distributed systems, microservices, APIs, and the path from frontend to database
- Practical familiarity with LLM orchestration, including RAG, context windows, and system prompts
- Ability to identify where AI succeeds and where human intervention is required
- Ability to explain complex architectural concepts to humans
- Ability to write precise system instructions for AI
- Active GitHub presence or experience maintaining open-source libraries (bonus qualification)
- Full-time software development experience (bonus qualification)
- Willingness to work in Sentry’s Toronto office on Mondays, Tuesdays, and Thursdays
- Must answer whether visa sponsorship will be required to work in Canada
Benefits
- Incentive compensation
- Equity grants
- Paid time off
- Group health insurance coverage
- Reasonable accommodations for employees and candidates with disabilities
- Inclusive culture and equal employment opportunities
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