Back to jobs
New

Manager, Customer Engineering

Remote

🧠 About Cortex
Cortex 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. 

Our 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.

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 ~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.

đź’Ľ Role Summary
As 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:

  • People Management:  Coaching, performance, hiring, workload
  • Technical Ownership:  Becoming a product expert and continuously deepening that expertise, unblocking escalations, and setting the technical bar for the team.

You are accountable for the team and their output.

🛠️ Responsibilities

  • Team Management
    • Hire, onboard, and develop the Customer Engineers
    • Set clear goals and growth plans for the team
    • Own performance management, which includes calibration and feedback
    • Manage team capacity and workload distribution across tickets and projects
  • Technical Ownership
    • Step into complex tickets and escalations
    • Serve as the final technical escalation point when a Senior CE needs backup
    • Draft, review, and merge PRs where applicable 
  •  Quality and Trend Analysis
    • QA a sample of tickets regularly to ensure resolution quality, tone and adherence to playbooks
    • Track recurring issues and support trends across the team to update processes, tooling or documentation
    • Report on team health metrics (resolution time, ticket volume, escalation rates) to leadership
  • Process and Enablement
    • 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 and drive adoption 
  • Cross-Functional Partnership
    • Represent Customer Engineering in planning and prioritization discussions with Engineering and Product
    • Advocate for customer-driven product improvements based on patterns the team surfaces

✔️ Qualifications / 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 our 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-based workflows, CI/CD, and standard engineering practices (code review, testing, deployment)
  • Track record of using ticket and support trend data to drive concrete process, tooling, or documentation improvements
  • Experience partnering cross-functionally with Engineering and Product, translating customer patterns into actionable feedback
  • Strong written and verbal communication; comfortable serving as the final technical escalation point on high-stakes customer issues

Nice to Have

  • Experience in a B2B SaaS or developer tooling company, ideally supporting technical personas (engineers, platform teams, SREs)
  • Experience building or improving support tooling, automation, or AI-assisted workflows
  • Experience scaling a support or customer engineering team through a growth stage

đź’° Compensation

  • Starting Salary Range: $150,000 - $175,000
  • Competitive Equity Package

*Our 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.

🌴 Perks & Benefits

  • National medical, dental & vision insurance (we cover 100% for employees!)
  • Unlimited PTO & flexible working hours
  • 401k plan
  • Gender-neutral parental leave
  • $1000 yearly Learning & Development stipend
  • $400 monthly perks stipend (use it on anything)
  • Pet Insurance

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 

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...

U.S. Standard Demographic Questions

We invite applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process.
Select...
Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Cortex’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.