Remote Customer Engineering Manager Lead Enterprise Support

CORTEX; United States; Remote; USD 150,000 - 175,000; Full time

Benefits offered by this job

National medical, dental & vision保险 (确

Unlimited PTO

401k plan

Gender-neutral parental leave

$1000 yearly Learning & Development"额度

$400 monthly perks stipend (use it on)

Pet Insurance

Job summary

Cortex is hiring a Manager of Customer Engineering to lead and grow the Customer Engineering team while remaining hands-on with the most complex technical work. You will balance people management, coaching, and setting the technical bar for the team.

You will collaborate with Engineering and Product to translate customer patterns into product feedback, own escalation processes, and drive process improvements across the customer support function. This remote role supports US-wide teams."

Qualifications

• 5+ years in a customer-facing technical role with hands-on troubleshooting for enterprise customers.
• 2+ years directly managing a technical team, including hiring and performance management.
• Comfortable reading code across our stack and discussing root causes with Engineering.
• Working knowledge of Git-based workflows, CI/CD, and standard engineering practices.
• Track record of using ticket and support trend data to drive process, tooling, or documentation improvements.
• Experience partnering cross-functionally with Engineering and Product to translate customer patterns into feedback.
• Strong written and verbal communication; able to serve as final technical escalation for high-stakes issues.

Responsibilities

• Lead and grow the Customer Engineering team and own performance management.
• Coach, hire, onboard, and develop Customer Engineers; set goals and growth plans.
• Own escalation process, calibration, and workload distribution across tickets and projects.
• Draft, review, and merge PRs where applicable; ensure quality and playbook adherence.
• Track team health metrics and report trends to leadership.
• Build and maintain the team’s operating rhythm: triage, escalation paths, on-call coverage.
• Own troubleshooting playbooks, onboarding guides, and internal documentation.
• Identify opportunities for AI or automation to reduce manual work and improve efficiency.
• Represent Customer Engineering in planning with Engineering and Product; advocate for improvements.

Skills

Customer-facing role

People management

Code reading

Git-based workflows

CI/CD

Data-driven improvements

Cross-functional collaboration

Technical escalation

Strong communication

Tools

Git

CI/CD

Job description

Cortex is hiring a Manager of Customer Engineering to lead and grow the Customer Engineering team while remaining hands-on with the most complex technical work. You will balance people management, coaching, and setting the technical bar for the team.

You will collaborate with Engineering and Product to translate customer patterns into product feedback, own escalation processes, and drive process improvements across the customer support function. This remote role supports US-wide teams."