SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 150,000 - 175,000 / annual
Cortex is an Engineering Operations Platform that helps organizations improve operational maturity and reduce developer friction through centralized visibility, automated scorecards, and golden paths. The company is ~80 people, recently raised $60M in Series C funding (led by Scale Ventures with Sequoia and IVP participation), and operates fully remote with all-company offsites a few times per year.
As Manager of Customer Engineering, you will lead and grow the Customer Engineering (Technical Support) team while remaining hands-on with complex technical work. You'll balance people management with technical ownership, serving as the final escalation point for the most challenging customer issues.
Key responsibilities include: hiring, onboarding, and developing Customer Engineers; setting clear goals and growth plans; owning performance management and calibration; managing team capacity and workload distribution; stepping into complex tickets and escalations; drafting and reviewing code where applicable; QA-ing ticket samples to ensure quality and adherence to playbooks; tracking recurring issues and support trends; reporting on team health metrics (resolution time, ticket volume, escalation rates); building and maintaining operating rhythm (triage, escalation paths, on-call coverage); owning troubleshooting playbooks and internal documentation; identifying opportunities for AI and automation; and representing Customer Engineering in cross-functional planning discussions with Engineering and Product.
Required qualifications: 5+ years in customer-facing technical roles (Customer Engineering, Technical Support, Solutions Engineering) with hands-on production troubleshooting for enterprise customers; 2+ years directly managing a technical team with accountability for hiring, performance management, and career development; comfort reading code across the stack with continuous product learning; working knowledge of Git workflows, CI/CD, and standard engineering practices; track record of using support data to drive process and tooling improvements; cross-functional partnership experience translating customer patterns into actionable feedback; strong written and verbal communication.
Nice-to-have: B2B SaaS or developer tooling experience supporting technical personas; experience building support tooling or AI-assisted workflows; experience scaling support teams through growth stages.
