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Responsibilities
🧠 About CortexCortex 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.📍LocationWe’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 ld stronger relationships, kick off important projects, and have fun!💼 Role SummaryAs 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, workloadTechnical 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.ResponsibilitiesTeam ManagementHire, onboard, and develop the Customer EngineersSet clear goals and growth plans for the teamOwn performance management, which includes calibration and feedbackManage team capacity and workload distribution across tickets and projectsTechnical OwnershipStep into complex tickets and escalationsServe as the final technical escalation point when a Senior CE needs backupDraft, review, and merge PRs where applicableQuality and Trend AnalysisQA a sample of tickets regularly to ensure resolution quality, tone and adherence to playbooksTrack recurring issues and support trends across the team to update processes, tooling or documentationReport on team health metrics (resolution time, ticket volume, escalation rates) to leadershipProcess and EnablementBuild and maintain the team’s operating rhythm - ticket triage, escalation paths, on-call coverageOwn troubleshooting playbooks, onboarding guides, and internal documentationIdentify where AI or automation can reduce manual ticket work and drive adoptionCross-Functional PartnershipRepresent Customer Engineering in planning and prioritization discussions with Engineering and ProductAdvocate for customer-driven product improvements based on patterns the team surfaces✔️ Qualifications / Requirements5+ years in a customer-facing technical role (Customer Engineering, Technical Support, Solutions Engineering, or similar) with hands-on experience troubleshooting production issues for enterprise customers2+ years directly managing a technical team, with accountability for hiring, performance management, and career developmentComfortable 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 improvementsExperience partnering cross-functionally with Engineering and Product, translating customer patterns into actionable feedbackStrong written and verbal communication; comfortable serving as the final technical escalation point on high-stakes customer issuesNice to HaveExperience 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 workflowsExperience scaling a support or customer engineering team through a growth stage💰 CompensationStarting Salary Range: $150,000 - $175,000Competitive Equity PackageOur 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 & BenefitsNational medical, dental & vision insurance (we cover 100% for employees!)Unlimited PTO & flexible working hours401k planGender-neutral parental leave$1000 yearly Learning & Development stipend$400 monthly perks stipend (use it on anything)Pet Insurance
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