Customer Engineer, Cortex

Central/Mountain Time Zone

$115-135k

+ Equity

Kubernetes

JavaScript

Python

Salesforce

Zendesk

JIRA

Git

Junior and Mid level

Remote in US

More information about location

Internal developer portal eliminating developer tax

Job no longer available

Internal developer portal eliminating developer tax

101-200 employees

B2BEnterpriseInternal toolsProductivityAnalyticsSaaSAutomation

Job no longer available

$115-135k

+ Equity

Kubernetes

JavaScript

Python

Salesforce

Zendesk

JIRA

Git

Junior and Mid level

Remote in US

More information about location

101-200 employees

B2BEnterpriseInternal toolsProductivityAnalyticsSaaSAutomation

Company mission

To help companies to catalog, score, and assign action to improve service quality and velocity, so devs can get back to work that drives the business forward.

Job

Company

Role

Who you are

2+ years of experience in a technical support or customer engineering role, preferably in a SaaS or enterprise environment
Experience supporting customers through multiple channels (ticketing systems like Zendesk, Jira, Salesforce, or similar)
Strong customer service, organization, and analytical problem-solving skills, with a customer-first mindset prioritizing urgency, empathy, and an action-oriented approach. Prior experience in a service-oriented role is a plus
1+ years of experience and familiarity with modern cloud and microservices technologies, including YAML, Python, JavaScript, Kubernetes, and Git
Ability to communicate complex technical concepts clearly to both technical and non-technical audiences, from end users to executives
Self-starter with a bias for action, able to prioritize effectively in ambiguous situations
A growth mindset, eager to contribute to team and process improvements as we scale

What the job involves

We’re looking for a Customer Engineer who will play a crucial role in ensuring our customers' success
You'll take ownership of customer relationships, troubleshoot complex issues, and contribute to product improvements
As part of our Customer Experience team, you’ll have a direct impact on both our product direction and company culture
Become a subject matter expert in the Cortex platform, assisting customers across multiple channels (ticketing system, live chat, screen-sharing tools) to troubleshoot and resolve technical issues
Conduct investigative troubleshooting, including reproducing issues, analyzing logs, and identifying workarounds
Maintain and contribute to the internal knowledge base, documenting troubleshooting steps and best practices based on real customer interactions
Assist Professional Services & Education teams in onboarding new customers, ensuring they adopt best practices for a smooth experience
Take ownership of escalated support cases, collaborating with engineering and driving them to resolution while ensuring customer satisfaction
Partner with Customer Success, Product, and Engineering to share insights and advocate for improvements based on customer feedback

Our take

Cortex is tackling the challenges faced by engineering teams and SREWs working with microservices. Its software platform gives companies the visibility and control they need over their microservices and cloud infrastructure, making it easier to develop and manage the applications and services they build.

To meet the growing demand for more services, Cortex launched the Cortex Resource Catalog, expanding the platform's ability to manage more assets. With a rapidly growing customer base that includes companies like Dobe, Brex, Grammarly, Palo Alto Networks, and SoFi, Cortex is providing the flexibility these businesses need to create innovative new use cases.

Backed by funding from Tiger Global and Sequoia Capital, Cortex is set to enhance the platform further. With plans to improve features based on user feedback, build better tools to support new teams and developers, and expand its reach globally. These efforts position Cortex for continued growth and innovation in the evolving microservices and cloud infrastructure space.

Kirsty

Company Specialist at Welcome to the Jungle

Company

Funding (last 2 of 5 rounds)

Sep 2024

$60m

SERIES C

May 2023

$35m

SERIES B

Total funding: $112.7m

Company benefits

Comprehensive Health Coverage: Medical, Dental & Vision
Remote first
Unlimited PTO
Monthly stipend
Bi-quarterly Company Offsites
Monthly Regional Events
Gender neutral parental leave
Learning & Development Stipend
Pet Insurance

Company HQ

Rincon Hill, San Francisco, CA

Leadership

Anish Dhar

(Co-Founder & CEO)

Previously co-founded Divtera and Homeroom. They are also an experienced Engineer having spent 5 years at Uber.

Ganesh Datta

(Co-Founder & CTO)

Previously served as Principal Software Engineer for Mission Lane, Tech Lead for LendUp, and as a Web Developer for Food and Remedy.

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