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Customer Engineer (Central/Mountain Time Zone)

Remote

🧠 About Cortex

Cortex is the internal developer portal that cuts noise for developers with paved paths to production. Companies like Sofi, Xero, and Docker use Cortex to catalog, score, and assign action to improve service quality and velocity, so devs can get back to work that drives the business forward. 

đź“ŤLocation

We’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!

🤝 The Team

We are a mighty group of ~100 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.

đź’Ľ Job Summary

We’re looking for a Customer Engineer who will play a crucial role in ensuring our customers' success. You'll take ownership of customer relationships, troubleshoot complex issues, and contribute to product improvements. As part of our Customer Experience team, you’ll have a direct impact on both our product direction and company culture.

đź’» Responsibilities

  • Become a subject matter expert in the Cortex platform, assisting customers across multiple channels (ticketing system, live chat, screen-sharing tools) to troubleshoot and resolve technical issues.
  • Conduct investigative troubleshooting, including reproducing issues, analyzing logs, and identifying workarounds.
  • Maintain and contribute to the internal knowledge base, documenting troubleshooting steps and best practices based on real customer interactions.
  • Assist Professional Services & Education teams in onboarding new customers, ensuring they adopt best practices for a smooth experience.
  • Take ownership of escalated support cases, collaborating with engineering and driving them to resolution while ensuring customer satisfaction.
  • Partner with Customer Success, Product, and Engineering to share insights and advocate for improvements based on customer feedback.

✔️Qualifications 

  • 2+ years of experience in a technical support or customer engineering role, preferably in a SaaS or enterprise environment.
  • Experience supporting customers through multiple channels (ticketing systems like Zendesk, Jira, Salesforce, or similar).
  • Strong customer service, organization, and analytical problem-solving skills, with a customer-first mindset prioritizing urgency, empathy, and an action-oriented approach. Prior experience in a service-oriented role is a plus.
  • 1+ years of experience and familiarity with modern cloud and microservices technologies, including YAML, Python, JavaScript, Kubernetes, and Git.
  • Ability to communicate complex technical concepts clearly to both technical and non-technical audiences, from end users to executives.
  • Self-starter with a bias for action, able to prioritize effectively in ambiguous situations.
  • A growth mindset, eager to contribute to team and process improvements as we scale.

🌴 Perks & Benefits

  • Competitive salary and equity
  • National medical, dental & vision insurance (we cover 100%!)
  • Fully covered life insurance
  • $400 monthly perks stipend 
  • $1000 yearly Learning & Development stipend
  • 401k plan
  • Pet Insurance
  • Unlimited PTO
  • Remote & flexible working hours
  • Gender-neutral parental leave
  • All-Company Retreats (previously San Diego, Miami, Austin, New York City)

✏️ Noteworthy

Our job titles may span more than one career level. The base pay for this role starts between $115,000 and $135,000. 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.

Cortex 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


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