Manager, Customer Engineering - Cortex

About Cortex

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.

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.

The Team

We are a mighty group of ~80 passionate individuals excited about building a product that developers love. We recently raised $60M in Series C Funding this year led by Scale Ventures (with participation from Sequoia, IVP, and others) to build the Future of Developer Experience.

Role Summary

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 the day-to-day of:

• People Management: Coaching, performance, hiring, workload
• Technical 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.

Responsibilities

Team Management

• 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

Technical Ownership

• 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

Quality and Trend Analysis

• 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 (resolution time, ticket volume, escalation rates) to leadership

Process and Enablement

• 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

Cross-Functional Partnership

• Represent Customer Engineering in planning and prioritization discussions with Engineering and Product
• Advocate for customer-driven product improvements based on patterns the team surfaces

Qualifications

• 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

Nice to Have

• Experience 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 workflows
• Experience scaling a support or customer engineering team through a growth stage

Perks & Benefits

• National medical, dental & vision insurance (100% covered for employees)
• Unlimited PTO & flexible working hours
• 401(k) plan
• Gender-neutral parental leave
• $1,000 yearly Learning & Development stipend
• $400 monthly perks stipend (use it on anything)
• Pet Insurance