Manager, Customer Engineering
Core
Lead and grow the Customer Engineering (Technical Support) team while serving as the final technical escalation point for complex production issues.
Role type
Manager, Customer Engineering (Technical Support)
Builds
Operational maturity for enterprise customers via the Cortex Engineering Operations Platform
Domain
B2B SaaS / Developer Tooling / Engineering Operations
Deliverable
client delivery
Required skills
People management (hiring, performance, coaching), technical troubleshooting of production issues, code review and PR management, process improvement via trend analysis, cross-functional partnership with Engineering/Product, technical documentation
Preferred skills
B2B SaaS or developer tooling experience, building support automation/AI workflows, scaling support teams
Technologies
Git, CI/CD
Responsibilities
Hire, onboard, and develop Customer Engineers; manage team capacity and workload distribution; step into complex tickets and serve as final technical escalation; QA tickets for quality and adherence; track recurring issues to update processes and tooling; represent Customer Engineering in planning discussions with Engineering and Product
Seniority
Manager, hands-on IC with team leadership
