Cortex

Manager, Customer Engineering

Undisclosed

Remote. The employer does not say where candidates may be based.

Location not stated

Employer listed it 7 weeks ago · Added 2 days ago

Been open since 7 weeks ago. Long-running listings are sometimes left up after the role is filled.

Salary

$150,000 to $175,000

Location

Location not stated

Timezone

Not stated

Contract

Full-time

Experience

Mid

Remote flexibility

Undisclosed

The listing is advertised as remote but does not state which countries or regions candidates may work from.

Why this role is Undisclosed

We only label a role Work from anywhere, Region restricted or Work from home when the employer's own wording says so. We checked this advert under our current rules and found no country or region eligibility requirement in it. We don't guess, so it stays Undisclosed until the employer publishes enough location information. Here is exactly what the advert left out.

Countries you can work from: Not stated. The advert only gives "Remote", which names no country you must live in.
Whether the work is remote: Never mentioned. The role reached us through a remote job board, but the advert itself doesn't say the work is remote.
Working hours: Not stated. No timezone overlap or set hours are mentioned, so assume nothing either way.

Worth a look all the same. Missing wording is usually a rushed job posting rather than a closed door, so ask where you can be based in your first message, before you write a tailored application.

What the employer says

Source listing states candidate location: "Remote"

What Nomaders makes of it

No residency or region requirement found in the job description
Check with the employer before assuming you can work from abroad

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

About the role

🧠 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 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 .

💼 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

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

Benefits

·National medical, dental & vision insurance (we cover 100% for employees!)
·Unlimited PTO & flexible working hours
·Gender-neutral parental leave
·$1000 yearly Learning & Development stipend
·$400 monthly perks stipend (use it on anything)

How to apply

1Check the flexibility label above, undisclosed, matches where you plan to live and work.
2Tailor your CV to the role at Cortex, mentioning your remote working experience.
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 2d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.