Manager, Customer Engineering

TL;DR

Manager, Customer Engineering (B2B SaaS/Developer Tooling): Leading and growing a customer engineering team while handling complex technical escalations, production troubleshooting, and support operations with an accent on people management, technical ownership, and quality analysis. Focus on building scalable support processes, identifying root causes through code and trend analysis, and driving AI-assisted automation and product improvements with Engineering and Product.

Location: Fully remote within the United States; occasional company offsites require in-person attendance.

Salary: $150,000–$175,000 starting annual base salary, plus equity and benefits.

Company

hirify.global provides an Engineering Operations Platform that helps organizations improve operational maturity, reduce developer friction, and standardize engineering workflows through visibility, ownership, scorecards, and golden paths.

What you will do

• Lead, hire, onboard, coach, and develop the Customer Engineering team.
• Set team goals, manage performance, and distribute workload across tickets and projects.
• Handle complex customer issues, review escalations, and serve as the final technical escalation point.
• Review ticket quality, analyze support trends, and report team health metrics to leadership.
• Build operating processes, escalation paths, on-call coverage, troubleshooting playbooks, and internal documentation.
• Partner with Engineering and Product to translate customer patterns into product improvements and adopt AI or automation for support workflows.

Requirements

• 5+ years in a customer-facing technical role with hands-on production troubleshooting for enterprise customers.
• 2+ years of direct technical team management, including hiring, performance management, and career development.
• Ability to read code across the product stack, identify root causes, and communicate credibly with Engineering.
• Working knowledge of Git-based workflows, CI/CD, code review, testing, and deployment practices.
• Experience using ticket and support trend data to improve processes, tooling, or documentation.
• Strong written and verbal communication for high-stakes customer escalations and cross-functional collaboration.

Nice to have

• Experience in B2B SaaS or developer tooling, supporting engineers, platform teams, or SREs.
• Experience improving support tooling, automation, or AI-assisted workflows.
• Experience scaling a support or customer engineering team during a growth stage.

Culture & Benefits

• Fully remote work within the United States with flexible working hours.
• Company offsites several times a year.
• Medical, dental, and vision insurance fully covered for employees.
• Unlimited paid time off, 401(k), gender-neutral parental leave, and pet insurance.
• $1,000 annual learning and development stipend and $400 monthly perks stipend.
• Competitive equity package.