Manager, Customer Engineering

Cortex
United States
Workplace: RemoteFull timeUSD 150,000 - 175,000 annuallyFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Coaching","Performance management","Communication","Cross-functional collaboration","Technical troubleshooting"]

Lead and grow the Customer Engineering team, staying hands-on with the most complex technical tickets and escalations. Own team performance, hiring, and workload distribution, while deepening product expertise to unblock customers and set technical standards. Ensure high resolution quality through ticket QA and trend analysis, maintain operating rhythms (triage, escalation paths, on-call coverage), and partner with Engineering and Product to translate customer patterns into actionable improvements.

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FursaFursa
Cortex
Cortex
2 days ago

Manager, Customer Engineering

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Lead and grow the Customer Engineering team, staying hands-on with the most complex technical tickets and escalations. Own team performance, hiring, and workload distribution, while deepening product expertise to unblock customers and set technical standards. Ensure high resolution quality through ticket QA and trend analysis, maintain operating rhythms (triage, escalation paths, on-call coverage), and partner with Engineering and Product to translate customer patterns into actionable improvements.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Hire, onboard, and develop the Customer Engineering team; set goals and growth plans.
  • •Own performance management (calibration and feedback) and manage team capacity and workload across tickets and projects.
  • •Step into complex tickets and escalations; act as the final technical escalation point when a Senior CE needs backup.
  • •Draft, review, and merge PRs where applicable to support technical ownership.
  • •Maintain operating rhythm (ticket triage, escalation paths, on-call coverage), build playbooks/docs, and use QA/trends to improve processes and tooling; report health metrics to leadership.

Pay and Benefits

Salary: USD 150,000 - 175,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kPaid LeaveParental LeaveLearning BudgetPet InsurancePerks Stipend

Key Requirements

  • •5+ years in a customer-facing technical role (Customer Engineering, Technical Support, Solutions Engineering, or similar), troubleshooting production issues for enterprise customers.
  • •2+ years directly managing a technical team, including hiring, performance management, and career development.
  • •Ability to read code across the stack and learn 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).
  • •Use ticket and support trend data to drive process, tooling, or documentation improvements, partnering cross-functionally with Engineering and Product.
Experience:5+ yearsB2B SaaSDeveloper toolingEnterprise customers
Skills:CoachingPerformance managementCommunicationCross-functional collaborationTechnical troubleshooting
Languages:English
Tech Stack:GitCI/CD

Company Brief

Cortex
Offers an AI-driven platform that analyzes and optimizes creative assets and marketing campaigns, automating creative production and delivering insights to improve engagement, performance, and return on ad spend for marketing teams.
Industry: SaaS
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