Manager of Customer Engineering

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