Manager, Customer Engineering
CortexInternal Developer company
Remote$150,000 - $175,000Manager
Sequoia Capital
IVP
Scale Venture Partners
Y Combinator
Tiger Global
Craft Ventures
Software Engineering
About the role
TL;DR
Lead and grow the Customer Engineering team while staying hands-on with complex technical work.
- •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 people management and technical ownership to ensure the team's success.
- •Key Responsibilities Hire, onboard, and develop Customer Engineers, setting clear goals and managing performance.
- •Step into complex tickets and escalations, serving as the final technical escalation point.
- •Track support trends to update processes, tooling, or documentation and report on team health metrics.
- •Build and maintain the team’s operating rhythm and own troubleshooting playbooks.
- •Represent Customer Engineering in planning discussions with Engineering and Product.
- •Requirements 5+ years in a customer-facing technical role with hands-on experience troubleshooting production issues. 2+ years directly managing a technical team, with accountability for hiring, performance management, and career development.
- •Comfortable reading code and holding credible technical conversations with Engineering.
- •Working knowledge of Git-based workflows, CI/CD, and standard engineering practices.
- •Track record of using data to drive process, tooling, or documentation improvements.
Required skills
Technical LeadershipGitCI/CDKubernetesAWSGoogle CloudAzureJiraConfluenceREST APIPythonJavaScript
Nice-to-have skills
Product ManagementCustomer OnboardingImplementation Management
Domain expertise
developer-tools
Benefits & perks
National medical, dental & vision insurance, Unlimited PTO & flexible working hours, 401k plan, Gender-neutral parental leave, Learning & Development stipend, Perks stipend, Pet Insurance, Equity
Tech stack
PythonJavaScriptGitCI/CDDockerKubernetesAWSGoogle CloudAzureJiraConfluenceREST API