Manager, Customer Engineering

Cortex by Palo Alto Networks

Customer Engineering Manager leading technical support for Cortex’s engineering operations platform. Managing technical escalations, team performance, support processes, and customer-driven product improvements.

Posted 8/7/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $150,000 - $175,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing technical teams while maintaining hands-on involvement in troubleshooting and resolving complex customer issues. Proficient in managing performance, driving process improvements, and advocating for customer-driven product enhancements.

Highest-signal resume keywords

Customer Engineering LeadershipTechnical Team ManagementTroubleshooting Production IssuesGit-Based WorkflowsCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingPerformance ManagementCode ReviewCI/CDProcess ImprovementTechnical EscalationOnboardingDocumentationData AnalysisAutomation

Soft Skills

Written CommunicationVerbal Communication

Tools & Technologies

Support ToolingAI-Assisted Workflow

Industry Keywords

B2B SaaSDeveloper ToolingCustomer SupportTechnical SupportSolutions Engineering

About the role

Key responsibilities & impact

Lead and grow the Customer Engineering team while remaining hands-on with complex technical work
Hire, onboard, and develop Customer Engineers
Set team goals and growth plans
Own performance management, calibration, and feedback
Manage team capacity and workload across tickets and projects
Handle complex tickets and escalations
Serve as the final technical escalation point for high-stakes customer issues
Draft, review, and merge pull requests where applicable
QA tickets for resolution quality, tone, and playbook adherence
Track recurring issues and support trends to improve processes, tooling, and documentation
Report team health metrics to leadership
Build and maintain ticket triage, escalation paths, and on-call coverage
Own troubleshooting playbooks, onboarding guides, and internal documentation
Identify and drive adoption of AI or automation to reduce manual ticket work
Represent Customer Engineering in Engineering and Product planning and prioritization
Advocate for customer-driven product improvements

Requirements

What you’ll need

5+ years in a customer-facing technical role such as Customer Engineering, Technical Support, or Solutions Engineering
Hands-on experience troubleshooting production issues for enterprise customers
2+ years directly managing a technical team, including hiring, performance management, and career development
Comfortable reading code across the stack and learning the product deeply enough to identify root causes
Working knowledge of Git-based workflows, CI/CD, code review, testing, and deployment
Track record of using ticket and support trend data to drive process, tooling, or documentation improvements
Experience partnering cross-functionally with Engineering and Product
Strong written and verbal communication
Nice to have: B2B SaaS or developer tooling experience
Nice to have: support tooling, automation, or AI-assisted workflow experience
Nice to have: experience scaling a support or Customer Engineering team through a growth stage

Benefits

Comp & perks

Competitive Equity Package
National medical, dental & vision insurance (we cover 100% for employees!)
Unlimited PTO & flexible working hours
401k plan
Gender-neutral parental leave
$1000 yearly Learning & Development stipend
$400 monthly perks stipend (use it on anything)
Pet Insurance
Company offsites a few times a year, with travel provided