Head of Customer Engineering & Automation

Remotedxb; Dubai; On-site; AED 300,000 - 540,000; Full time

Benefits offered by this job

Health insurance

Unlimited PTO

401k plan

Gender-neutral parental leave

Learning & Development stipend

Perks stipend

Pet Insurance

Job summary

Cortex is seeking a Senior Customer Engineering Manager in Dubai to lead a technically adept team focused on customer success and reliability. You will guide engineers, set growth plans, and ensure high-quality support processes.

This role requires hands-on problem solving and strong collaboration with engineering and product teams. Ideal candidates bring 5+ years in customer-facing tech roles and 2+ years managing teams, plus experience with code reading, Git workflows, and CI/CD practices.

Qualifications

• 5+ years in a customer-facing technical role.
• 2+ years directly managing a technical team.
• Ability to read code and identify root causes.
• Working knowledge of Git-based workflows, CI/CD, and standard engineering practices.
• Experience using support trend data to drive process improvements.
• Strong written and verbal communication skills.

Responsibilities

• Hire, onboard, and develop Customer Engineers.
• Set clear goals, growth plans, and manage performance.
• Manage team capacity and workload distribution.
• Step into complex technical tickets and serve as the final escalation point.
• Draft, review, and merge PRs where applicable.
• QA tickets to ensure resolution quality and adherence to playbooks.
• Track recurring issues and report on team health metrics.
• Build and maintain operating rhythms, including triage and on-call coverage.
• Identify AI or automation opportunities to reduce manual work.
• Partner with Engineering and Product to advocate for customer-driven improvements.

Job description

Cortex is seeking a Senior Customer Engineering Manager in Dubai to lead a technically adept team focused on customer success and reliability. You will guide engineers, set growth plans, and ensure high-quality support processes.

This role requires hands-on problem solving and strong collaboration with engineering and product teams. Ideal candidates bring 5+ years in customer-facing tech roles and 2+ years managing teams, plus experience with code reading, Git workflows, and CI/CD practices.