Senior Customer Engineer (AUS)

🧠 About Cortex

Cortex is the internal developer portal that cuts noise for developers with paved paths to production. Companies like Dropbox, Adobe, and Docker use Cortex to catalog, score, and assign action to improve service quality and velocity, so devs can get back to work that drives the business forward. 

📍Location

We’re fully remote and welcome candidates from anywhere in Australia! 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 ~100 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.

💼 Job Summary

We are seeking a Senior Customer Engineer to join our team. As the Senior Customer Engineer, you will be responsible for onboarding customers across APAC onto using the Cortex platform, providing ad-hoc technical troubleshooting or custom scripting and technical support through ticketing systems. You will work closely with our Customer Success and Engineering teams to ensure that customers are experiencing the full value of what Cortex has to offer. 

💻 Responsibilities

• Respond to client requests and issues on our fast paced team
• Reproduce issues and dive deep into our ever expanding platform
• Help to onboard our customers
• Help to educate our customers on best practices within the developer space to ensure smooth onboarding, faster adoption and seamless user experience
• Build out documentation and knowledge based articles
• Drive product conversations based on needs and problems learned during client interactions

✔️Qualifications 

• BS in Computer Science or related field, or equivalent work experience
• 1+ year of experience working with scripting in JavaScript or Python 
• 1+ year of experience working with Cloud Architecture
• Deep understanding of microservices and best SRE/DevOps practices 
• 3+ years of experience working in customer service/customer facing experience 
• A bias for action and self-directed prioritization in ambiguous situations
• A growth mindset that wants to help our team and processes evolve
• Ability to read code in one or more languages and make simple code changes
• Excellent written and verbal communication:  You can explain complex technical concepts with clarity to a user, engineer, or executive and bring the voice of the user back to the team

🌴 Perks & Benefits

• Competitive salary and equity
• National medical, dental & vision insurance (we cover 100%!)
• Fully covered life insurance
• $400 monthly perks stipend 
• $1000 yearly Learning & Development stipend
• Pet Insurance
• Unlimited PTO
• Remote & flexible working hours
• Gender-neutral parental leave 
• All-Company Retreats (previously San Diego, Miami, Austin, New York City)

✏️ Noteworthy

Our job titles may span more than one career level. The base pay for this role starts between 180,000 AUD and 275,000 AUD. 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.

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 [email protected]

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