Manager, Customer Engineering
C
CortexB2B SaaS / Developer Tools
We’re fully remote and welcome candidates from anywhere in the US!Full-TimeManager
SalaryStarting Salary Range: $150,000 - $175,000
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years in a customer-facing technical role; 2+ years directly managing a technical team
- Required Skills
- GitPeople ManagementCI/CDTroubleshootingTechnical support
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
Responsibilities
- 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
- 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
- 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 to leadership
- 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
- Represent Customer Engineering in planning and prioritization discussions with Engineering and Product
- Advocate for customer-driven product improvements based on patterns the team surfaces
View Full Description & ApplyYou'll be redirected to the employer's site
