客户工程经理
Manager, Customer Engineering
**🧠 关于 Cortex**
Cortex 是一个工程运营平台，使组织能够持续提升其运营成熟度并减少开发人员的摩擦。通过集中化的可见性、明确的所有权、自动化评分卡和黄金路径，我们帮助工程组织实现一体化运作。
我们的客户——从初创公司到财富 100 强企业——正在打造工程卓越的文化，将事件减少了 30%，将平均修复时间提高了 50%，同时让开发人员更容易专注于构建产品。
**📍 地点**
我们是 [完全远程](https://www.cortex.io/post/building-cortex-as-a-remote-first-company) 工作，欢迎美国任何地方的候选人！我们每年会组织几次全员线下会议，带整个团队飞出去见面，建立更牢固的关系，启动重要项目，并一起享受乐趣！
**🤝 团队**
我们是一支约 80 人的强大团队，充满热情，致力于打造开发人员喜爱的产品。今年我们由 Scale Ventures 领投完成了 6000 万美元的 C 轮融资（Sequoia、IVP 和其他投资方也参与了投资），以构建开发者体验的未来。你可以在这里了解更多 [here](https://www.cortex.io/post/announcing-series-c)。
**💼 岗位概要** 作为客户工程经理，你将领导并发展客户工程团队（我们的技术客服团队），同时亲自处理最复杂的工程技术工作。你需要平衡日常事务包括：
- 人员管理：指导、绩效、招聘、工作量分配
- 技术责任：成为产品专家并不断深化专业知识，解决升级问题，并为团队设定技术标准。
你对团队及其产出负有责任。
🛠️ **职责**
- 团队管理
- 招聘、入职并培养客户工程师
- 为团队设定清晰的目标和成长计划
- 负责绩效管理，包括校准和反馈
- 管理团队容量和工单及项目的负载分配
- 技术责任
- 处理复杂工单和升级问题
- 当高级客户工程师需要支持时，担任最终技术升级点
- 在适用的情况下编写、审查和合并 PR
- 质量与趋势分析
- 定期抽查工单以确保解决质量、语气和遵循操作手册
- 跟踪团队中重复出现的问题和支持趋势，以更新流程、工具或文档
- 报告
查看英文原文
**🧠 About Cortex**
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.
Our customers – from startups to Fortune 100 enterprises – create a culture of engineering excellence, reducing incidents by 30% and improving MTTR by 50%, all while making it easier for developers to focus on building.
**📍Location**
We’re [fully remote](https://www.cortex.io/post/building-cortex-as-a-remote-first-company) and welcome candidates from anywhere in the US! We have all-company offsites a few times a year where we fly the whole team out to meet in person, build stronger relationships, kick off important projects, and have fun!
**🤝 The Team**
We are a mighty group of ~80 passionate individuals excited about building a product that developers love. We recently raised $60M in Series C Funding this year led by Scale Ventures (with participation from Sequoia, IVP, and others) to build the Future of Developer Experience. You can read more about it [here](https://www.cortex.io/post/announcing-series-c).
**💼 Role Summary** As the Manager of Customer Engineering, you'll lead and grow the Customer Engineering team (our Technical Support team) while staying hands-on with the most complex technical work. You'll balance the day-to-day of:
- People Management: Coaching, performance, hiring, workload
- Technical Ownership: Becoming a product expert and continuously deepening that expertise, unblocking escalations, and setting the technical bar for the team.
You are accountable for the team and their output.
🛠️ **Responsibilities**
- Team Management
- Hire, onboard, and develop the Customer Engineers
- Set clear goals and growth plans for the team
- Own performance management, which includes calibration and feedback
- Manage team capacity and workload distribution across tickets and projects
- Technical Ownership
- Step into complex tickets and escalations
- Serve as the final technical escalation point when a Senior CE needs backup
- Draft, review, and merge PRs where applicable
- Quality and Trend Analysis
- QA a sample of tickets regularly to ensure resolution quality, tone and adherence to playbooks
- Track recurring issues and support trends across the team to update processes, tooling or documentation
- Report on team health metrics (resolution time, ticket volume, escalation rates) to leadership
- Process and Enablement
- Build and maintain the team’s operating rhythm - ticket triage, escalation paths, on-call coverage
- Own troubleshooting playbooks, onboarding guides, and internal documentation
- Identify where AI or automation can reduce manual ticket work and drive adoption
- Cross-Functional Partnership
- Represent Customer Engineering in planning and prioritization discussions with Engineering and Product
- Advocate for customer-driven product improvements based on patterns the team surfaces
**✔️** **Qualifications / Requirements**
- 5+ years in a customer-facing technical role (Customer Engineering, Technical Support, Solutions Engineering, or similar) with hands-on experience troubleshooting production issues for enterprise customers
- 2+ years directly managing a technical team, with accountability for hiring, performance management, and career development
- Comfortable reading code across our stack, with a habit of continuously learning the product deeply enough to identify root cause and hold credible technical conversations with Engineering.
- Working knowledge of Git-based workflows, CI/CD, and standard engineering practices (code review, testing, deployment)
- Track record of using ticket and support trend data to drive concrete process, tooling, or documentation improvements
- Experience partnering cross-functionally with Engineering and Product, translating customer patterns into actionable feedback
- Strong written and verbal communication; comfortable serving as the final technical escalation point on high-stakes customer issues
**Nice to Have**
- Experience in a B2B SaaS or developer tooling company, ideally supporting technical personas (engineers, platform teams, SREs)
- Experience building or improving support tooling, automation, or AI-assisted workflows
- Experience scaling a support or customer engineering team through a growth stage
💰 **Compensation**
- _Starting Salary Range: $150,000 - $175,000_
- Competitive Equity Package
* _Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role is eligible for equity and benefits._
🌴 **Perks & Benefits**
- National medical, dental & vision insurance (we cover 100% for employees!)
- Unlimited PTO & flexible working hours
- 401k plan
- Gender-neutral parental leave
- $1000 yearly Learning & Development stipend
- $400 monthly perks stipend (use it on anything)
- Pet Insurance
_Cortex is committed to a diverse and inclusive workplace. Cortex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please email_ _people@cortex.io_