Manager, Customer Engineering

About the Company

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.

Responsibilities

• Hire, onboard, and develop Customer Engineers
• Set clear goals, growth plans, and manage performance
• Manage team capacity and workload distribution
• Step into complex technical tickets and serve as the final escalation point
• Draft, review, and merge PRs where applicable
• QA tickets to ensure resolution quality and adherence to playbooks
• Track recurring issues and report on team health metrics
• Build and maintain operating rhythms, including triage and on-call coverage
• Identify AI or automation opportunities to reduce manual work
• Partner with Engineering and Product to advocate for customer-driven improvements

Requirements

• 5+ years in a customer-facing technical role (Customer Engineering, Technical Support, or Solutions Engineering)
• 2+ years directly managing a technical team
• Ability to read code and identify root causes
• Working knowledge of Git-based workflows, CI/CD, and standard engineering practices
• Experience using support trend data to drive process improvements
• Strong written and verbal communication skills

Preferred Qualifications

• Experience in B2B SaaS or developer tooling
• Experience supporting technical personas like engineers, platform teams, or SREs
• Experience building support tooling, automation, or AI-assisted workflows
• Experience scaling a support team through a growth stage

Benefits

• 100% covered medical, dental, and vision insurance
• Unlimited PTO and flexible working hours
• 401k plan
• Gender-neutral parental leave
• $1,000 yearly Learning & Development stipend
• $400 monthly perks stipend
• Pet Insurance