Manager, Customer Engineering

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

About the Company

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.

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

Requirements

• 5+ years in a customer-facing technical role (Customer Engineering, Technical Support, or Solutions Engineering)
• 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

Preferred Qualifications

• Experience in B2B SaaS or developer tooling
• Experience supporting technical personas like engineers, platform teams, or SREs
• Experience building support tooling, automation, or AI-assisted workflows
• Experience scaling a support team through a growth stage

Benefits

• 100% covered medical, dental, and vision insurance
• Unlimited PTO and flexible working hours
• 401k plan
• Gender-neutral parental leave
• $1,000 yearly Learning & Development stipend
• $400 monthly perks stipend
• Pet Insurance