Manager, Customer Engineering

Stack

Responsibilities

• ▹Hire, onboard and develop the Customer Engineers
• ▹Set clear goals and growth plans for the team
• ▹Own performance management, including calibration and feedback
• ▹Manage team capacity and workload distribution
• ▹Step into complex tickets and escalations as the final technical escalation point
• ▹Draft, review and merge PRs where applicable
• ▹QA a sample of tickets regularly for resolution quality, tone and playbook adherence
• ▹Track recurring issues and support trends to update processes, tooling and documentation
• ▹Report on team health metrics (resolution time, ticket volume, escalation rates) to leadership
• ▹Build and maintain the team's operating rhythm - ticket triage, escalation paths, on-call coverage
• ▹Own troubleshooting playbooks, onboarding guides and internal documentation
• ▹Identify where AI or automation can reduce manual ticket work
• ▹Represent Customer Engineering in planning and prioritization discussions with Engineering and Product
• ▹Advocate for customer-driven product improvements based on patterns the team surfaces

Requirements

• ▹5+ years in a customer-facing technical role (Customer Engineering, Technical Support, Solutions Engineering, or similar) with hands-on experience troubleshooting production issues for enterprise customers
• ▹2+ years directly managing a technical team, with accountability for hiring, performance management and career development
• ▹Comfortable reading code across the stack, with a habit of continuously learning the product deeply enough to identify root cause and hold credible technical conversations with Engineering
• ▹Working knowledge of Git

What we offer

• ▹Fully remote, from anywhere in the US
• ▹Company-wide offsites a few times a year

About the company

Cortex is the Engineering Operations Platform that enables organizations to continuously improve their operational maturity and reduce developer friction. Its customers - from startups to Fortune 100 enterprises - reduce incidents by 30% and improve MTTR by 50%.