{"schemaVersion":"jobsearcher.job.v1","id":"01594f60cbfadb0923d0c279","url":"https://jobsearcher.com/jobs/01594f60cbfadb0923d0c279","canonicalUrl":"https://jobsearcher.com/jobs/01594f60cbfadb0923d0c279","title":"Manager, Customer Engineering","description":"About Cortex\nCortex is the Engineering Operations Platform that enables organizations to continuously improve their operational maturity and reduce developer friction. With centralized visibility, clear ownership, automated Scorecards, and golden paths, we help engineering organizations operate as one.\nOur customers – from startups to Fortune 100 enterprises – create a culture of engineering excellence, reducing incidents by 30% and improving MTTR by 50%, all while making it easier for developers to focus on building.\nLocation\nWe’re fully remote and welcome candidates from anywhere in the US! We have all-company offsites a few times a year where we fly the whole team out to meet in person, build stronger relationships, kick off important projects, and have fun!\nThe Team\nWe are a mighty group of ~80 passionate individuals excited about building a product that developers love. We recently raised $60M in Series C Funding this year led by Scale Ventures (with participation from Sequoia, IVP, and others) to build the Future of Developer Experience. You can read more about it here.\nRole Summary\nAs the Manager of Customer Engineering, you'll lead and grow the Customer Engineering team (our Technical Support team) while staying hands-on with the most complex technical work. You'll balance the day-to-day of:\nPeople Management: Coaching, performance, hiring, workload\nTechnical Ownership: Becoming a product expert and continuously deepening that expertise, unblocking escalations, and setting the technical bar for the team.\nYou are accountable for the team and their output.\n️ Responsibilities\nTeam Management\nHire, onboard, and develop the Customer Engineers\nSet clear goals and growth plans for the team\nOwn performance management, which includes calibration and feedback\nManage team capacity and workload distribution across tickets and projects\nTechnical Ownership\nStep into complex tickets and escalations\nServe as the final technical escalation point when a Senior CE needs backup\nDraft, review, and merge PRs where applicable\nQuality and Trend Analysis\nQA a sample of tickets regularly to ensure resolution quality, tone and adherence to playbooks\nTrack recurring issues and support trends across the team to update processes, tooling or documentation\nReport on team health metrics (resolution time, ticket volume, escalation rates) to leadership\nProcess and Enablement\nBuild and maintain the team’s operating rhythm - ticket triage, escalation paths, on-call coverage\nOwn troubleshooting playbooks, onboarding guides, and internal documentation\nIdentify where AI or automation can reduce manual ticket work and drive adoption\nCross-Functional Partnership\nRepresent Customer Engineering in planning and prioritization discussions with Engineering and Product\nAdvocate for customer-driven product improvements based on patterns the team surfaces\n✔️ Qualifications / Requirements\n5+ 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\n2+ years directly managing a technical team, with accountability for hiring, performance management, and career development\nComfortable reading code across our stack, with a habit of continuously learning the product deeply enough to identify root cause and hold credible technical conversations with Engineering.\nWorking knowledge of Git-based workflows, CI/CD, and standard engineering practices (code review, testing, deployment)\nTrack record of using ticket and support trend data to drive concrete process, tooling, or documentation improvements\nExperience partnering cross-functionally with Engineering and Product, translating customer patterns into actionable feedback\nStrong written and verbal communication; comfortable serving as the final technical escalation point on high-stakes customer issues\nNice to Have\nExperience in a B2B SaaS or developer tooling company, ideally supporting technical personas (engineers, platform teams, SREs)\nExperience building or improving support tooling, automation, or AI-assisted workflows\nExperience scaling a support or customer engineering team through a growth stage\nCompensation\nStarting Salary Range: $150,000 - $175,000\nCompetitive Equity Package\nOur job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role is eligible for equity and benefits.\nPerks & Benefits\nNational medical, dental & vision insurance (we cover 100% for employees!)\nUnlimited PTO & flexible working hours\n401k plan\nGender-neutral parental leave\n$1000 yearly Learning & Development stipend\n$400 monthly perks stipend (use it on anything)\nPet Insurance\nCortex is committed to a diverse and inclusive workplace. Cortex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please email people@cortex.io","company":"Cortex","rawCompany":"cortex","city":"Remote","state":"OR","isRemote":false,"isActive":false,"createdAt":"2026-08-13T14:36:50.661Z","occupations":[{"code":"11-9041.00","title":"Architectural and Engineering Managers","slug":"architectural-and-engineering-managers"},{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Manager, Customer Engineering","description":"About Cortex\nCortex is the Engineering Operations Platform that enables organizations to continuously improve their operational maturity and reduce developer friction. With centralized visibility, clear ownership, automated Scorecards, and golden paths, we help engineering organizations operate as one.\nOur customers – from startups to Fortune 100 enterprises – create a culture of engineering excellence, reducing incidents by 30% and improving MTTR by 50%, all while making it easier for developers to focus on building.\nLocation\nWe’re fully remote and welcome candidates from anywhere in the US! We have all-company offsites a few times a year where we fly the whole team out to meet in person, build stronger relationships, kick off important projects, and have fun!\nThe Team\nWe are a mighty group of ~80 passionate individuals excited about building a product that developers love. We recently raised $60M in Series C Funding this year led by Scale Ventures (with participation from Sequoia, IVP, and others) to build the Future of Developer Experience. You can read more about it here.\nRole Summary\nAs the Manager of Customer Engineering, you'll lead and grow the Customer Engineering team (our Technical Support team) while staying hands-on with the most complex technical work. You'll balance the day-to-day of:\nPeople Management: Coaching, performance, hiring, workload\nTechnical Ownership: Becoming a product expert and continuously deepening that expertise, unblocking escalations, and setting the technical bar for the team.\nYou are accountable for the team and their output.\n️ Responsibilities\nTeam Management\nHire, onboard, and develop the Customer Engineers\nSet clear goals and growth plans for the team\nOwn performance management, which includes calibration and feedback\nManage team capacity and workload distribution across tickets and projects\nTechnical Ownership\nStep into complex tickets and escalations\nServe as the final technical escalation point when a Senior CE needs backup\nDraft, review, and merge PRs where applicable\nQuality and Trend Analysis\nQA a sample of tickets regularly to ensure resolution quality, tone and adherence to playbooks\nTrack recurring issues and support trends across the team to update processes, tooling or documentation\nReport on team health metrics (resolution time, ticket volume, escalation rates) to leadership\nProcess and Enablement\nBuild and maintain the team’s operating rhythm - ticket triage, escalation paths, on-call coverage\nOwn troubleshooting playbooks, onboarding guides, and internal documentation\nIdentify where AI or automation can reduce manual ticket work and drive adoption\nCross-Functional Partnership\nRepresent Customer Engineering in planning and prioritization discussions with Engineering and Product\nAdvocate for customer-driven product improvements based on patterns the team surfaces\n✔️ Qualifications / Requirements\n5+ 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\n2+ years directly managing a technical team, with accountability for hiring, performance management, and career development\nComfortable reading code across our stack, with a habit of continuously learning the product deeply enough to identify root cause and hold credible technical conversations with Engineering.\nWorking knowledge of Git-based workflows, CI/CD, and standard engineering practices (code review, testing, deployment)\nTrack record of using ticket and support trend data to drive concrete process, tooling, or documentation improvements\nExperience partnering cross-functionally with Engineering and Product, translating customer patterns into actionable feedback\nStrong written and verbal communication; comfortable serving as the final technical escalation point on high-stakes customer issues\nNice to Have\nExperience in a B2B SaaS or developer tooling company, ideally supporting technical personas (engineers, platform teams, SREs)\nExperience building or improving support tooling, automation, or AI-assisted workflows\nExperience scaling a support or customer engineering team through a growth stage\nCompensation\nStarting Salary Range: $150,000 - $175,000\nCompetitive Equity Package\nOur job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role is eligible for equity and benefits.\nPerks & Benefits\nNational medical, dental & vision insurance (we cover 100% for employees!)\nUnlimited PTO & flexible working hours\n401k plan\nGender-neutral parental leave\n$1000 yearly Learning & Development stipend\n$400 monthly perks stipend (use it on anything)\nPet Insurance\nCortex is committed to a diverse and inclusive workplace. Cortex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. 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