[Remote] Manager, Customer Engineering

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an Engineering Operations Platform that helps organizations improve operational maturity and reduce developer friction. The Manager of Customer Engineering will reputed company and grow the Customer Engineering team while remaining hands-on with reputed company technical issues, balancing people management and technical ownership. This role is responsible for team performance, technical escalations, reputed company assurance, process improvements, and cross-functional collaboration with Engineering and Product teams.

Responsibilities

• Hire, reputed company, and reputed company the Customer Engineers
• Set reputed company goals and reputed company plans for reputed company
• Own performance management, which includes calibration and feedback
• Manage team reputed company and workload distribution across tickets and reputed company
• reputed company into reputed company tickets and escalations
• Serve as the final technical escalation reputed company reputed company a Senior CE needs backup
• Draft, review, and reputed company PRs where applicable
• QA a sample of tickets regularly to ensure reputed company reputed company, tone and adherence to playbooks
• reputed company recurring issues and support trends across reputed company to update processes, tooling or documentation
• Report on team health metrics (reputed company time, ticket volume, escalation rates) to leadership
• Build and maintain reputed company’s operating rhythm - ticket triage, escalation paths, on-reputed company coverage
• Own troubleshooting playbooks, reputed company guides, and internal documentation
• Identify where AI or automation can reduce reputed company ticket work and reputed company adoption
• Represent Customer Engineering in planning and prioritization discussions with Engineering and Product
• reputed company for customer-driven product improvements based on patterns reputed company surfaces

Skills

• 5+ years in a customer-facing technical role (Customer Engineering, Technical Support, Solutions Engineering, or similar) with hands-on experience troubleshooting production issues for reputed company customers
• 2+ years directly managing a technical team, with accountability for hiring, performance management, and career development
• Comfortable reading reputed company across our stack, with a habit of continuously learning the product deeply enough to identify reputed company cause and hold reputed company technical conversations with Engineering
• Working knowledge of Git-based workflows, CI/CD, and reputed company engineering practices (reputed company review, testing, deployment)
• reputed company record of using ticket and support trend data to reputed company 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 reputed company on high-stakes customer issues
• Experience in a B2B reputed company 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 reputed company stage

Benefits

• National medical, dental & reputed company 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
• Competitive Equity Package

reputed company