Senior Customer Engineer, Implementation (East Coast)

🧠 About Cortex

Cortex is the internal developer portal that cuts noise for developers with paved paths to production. Companies like Docker, Adobe, and Xero 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 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 ~90 passionate individuals excited about building a product that developers love. We raised $35M in Series B Funding in 2023 led by IVP with Sequoia Capital and previously raised a series A co-led by Tiger Global and Sequoia Capital. You can read more about it here.

💼 Job Summary

We are seeking a Senior Customer Engineer, Implementation to join our team. As the Senior Customer Engineer you will be responsible for onboarding customers into using the Cortex platform, providing ad-hoc technical troubleshooting or custom scripting and technical support through ticketing systems . You will work closely with customer success and core customer engineering teams to set customers up for success in realizing the value of the product.

💻 Responsibilities

• Responding to and own customer requests and issues on our fast-paced team
• Reproducing issues and dive deep into our ever-expanding platform
• Regularly meeting with customers during their onboarding and ensure they remain on track to achieve their initial goals, serving as a live technical guide through customer onboarding
• Helping to educate our customers on best practices using Cortex to ensure smooth onboarding, faster adoption, and seamless user experience
• Building out documentation and knowledge-based articles
• Driving product conversations based on needs and problems learned during customer interactions
• Engaging internally with product, design, engineering, support, and customer success to ensure appropriate outcomes
• Adapting and improving processes to achieve business needs

✔️Qualifications 

• Prior experience as a Technical Account Manager, Sales Engineer, Support Engineer, or Solutions Architect. Recommended but not required, experience working with enterprise level customers.
• 2+ years of experience working in customer service/customer-facing experience. We’re customer-obsessed here at Cortex and we need people who default to this mindset.
• 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
• 1+ year(s) of experience working with scripting in JavaScript or Python
• 1+ year(s) of experience working with Cloud Architecture
• Ability to read code in one or more languages and make simple code changes
• Comfortable in *nix shell
• Understanding of software engineering methodologies and technologies such as Git, CI/CD, APIs, Containers and Kubernetes
• Troubleshooting expertise
• Capable of writing basic SQL queries
• A bias for action and self-directed prioritization in ambiguous situations
• A growth mindset that wants to help our team and processes evolve

🌴 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
• 401k plan
• Pet Insurance
• Unlimited PTO
• Remote & flexible working hours
• Gender-neutral parental leave 
• All-Company Retreats (previously San Diego, Miami, Austin)

✏️ Noteworthy

Our job titles may span more than one career level. The base pay for this role starts between $140,000 and $180,000. 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]