Manager, Customer Engineering

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and expand the Customer Engineering team while actively engaging in complex technical tasks.

• Recruit, onboard, and nurture Customer Engineers.

• Establish team objectives and development plans.

• Oversee performance management, calibration, and feedback processes.

• Manage team capacity and distribute workload across tickets and projects.

• Address complex tickets and handle escalations.

• Act as the ultimate technical escalation point for critical customer issues.

• Create, review, and merge pull requests when necessary.

• Conduct quality assurance on tickets regarding resolution quality, tone, and adherence to playbooks.

• Monitor recurring issues and support trends to enhance processes, tools, and documentation.

• Present team health metrics to leadership.

• Develop and maintain ticket triage, escalation paths, and on-call coverage.

• Own troubleshooting playbooks, onboarding materials, and internal documentation.

• Identify and promote the adoption of AI or automation to minimize manual ticket handling.

• Represent Customer Engineering during Engineering and Product planning and prioritization.

• Advocate for product improvements driven by customer feedback.

⛳️ Requirements

• Minimum of 5 years in a customer-facing technical role, such as Customer Engineering, Technical Support, or Solutions Engineering.

• Practical experience in troubleshooting production issues for enterprise clients.

• At least 2 years of direct management experience in a technical team, including hiring, performance management, and career development.

• Proficient in reading code across the stack and acquiring a deep understanding of the product to pinpoint root causes.

• Familiarity with Git-based workflows, CI/CD, code review, testing, and deployment processes.

• Proven track record of utilizing ticket and support trend data to drive improvements in processes, tools, or documentation.

• Experience in collaborating cross-functionally with Engineering and Product teams.

• Excellent written and verbal communication skills.

• Nice to have: Experience in B2B SaaS or developer tooling.

• Nice to have: Experience with support tooling, automation, or AI-assisted workflows.

• Nice to have: Experience in scaling a support or Customer Engineering team during a growth phase.

🏝️ Benefits

• Competitive Equity Package.

• Comprehensive national medical, dental & vision insurance (100% coverage for employees!).

• Unlimited paid time off & flexible working hours.

• 401k retirement plan.

• Gender-neutral parental leave.

• $1000 annual Learning & Development stipend.

• $400 monthly perks stipend (can be used for anything).

• Pet Insurance.

• Company offsites several times a year, with travel expenses covered.