About the role
About
the role: As our Customer Engineering Manager, you will serve as a “player-coach,” directly leading and scaling our Customer Engineering team while owning its processes, technology stack, and operational performance. As Browserbase grows, the complexity and volume of our customers’ AI and automation deployments have grown exponentially. You will formalize the operational frameworks, support playbooks, and project management methodologies that enable
the team to support our customers’ successful integration of our technology, both reactively and proactively. Sitting at the intersection of Post-Sales, Product, and Core Engineering, you will help define what technical excellence looks like for the organization. You will mentor the existing team while serving as the definitive escalation point for highly complex AI and web automation integrations, fostering a hard-working, collaborative culture within our San Francisco headquarters.
What you'll do The core
responsibilities for this role require balancing direct technical intervention with strategic organizational design. Team Leadership & Mentorship: Direct, evaluate, and scale a high-performing team of Customer Engineers. Establish a smooth operating rhythm, uphold technical standards, facilitate team quarterly planning, and foster a culture of continuous growth and operational excellence. Process Engineering & Scalability: Design and operationalize team-level delivery frameworks. Transform one-off integrations or semi-documented processes into standardized playbooks, runbooks, and internal tooling (leveraging LLMs and automation) that accelerates time-to-value for the broader CE team or the company as a whole. Technical Escalation & Troubleshooting: Serve as the ultimate escalation point for the most complex integration challenges. Dive deep into logs, system behaviors, and client codebases to root-cause issues involving web automation, AI frameworks, and cloud st. Operational Rigor: Establish and enforce Service Level Agreements (SLAs), queue health metrics, and turnaround times. Build internal dashboards and workflows to track team velocity, customer health signals, and integration quality. Strategic Product Feedback: Synthesize trends from escalated technical issues and enterprise deployment blockers into highly structured, actionable feedback for the Product and Core Engineering teams, directly influencing the product roadmap. You're a good fit if you Are experienced: 6+ years in technical, customer-facing roles (such as Forward Deployed Engineering, Solutions Engineering, Technical Consulting, or Support Leadership) with at least 2+ years of direct people management experience. Are a leader: Proven ability to lead, mentor, and scale technical teams while personally remaining a stable, senior contributor. You set technical standards and operating rhythms without stepping away from hands-on work. Have technical depth: Proficiency in modern web technologies, headless browser automation (Playwright, Puppeteer, Selenium), and API architectures. Strong ability to read, write, and debug code, preferably in TypeScript and/or Python. Are familiar with the AI Ecosystem: Practical experience deploying or integrating with modern AI orchestration frameworks (such as LangChain, crewAI, and Vercel AI SDK) and LLM-powered applications. Project Manage: Demonstrated track record of leading complex, multi-stakeholder technical projects from discovery to production rollout using structured delivery frameworks. Handle Ambiguity: Comfortable operating in a fast-moving environment, defining process where none exists and bringing structure to undefined problems with a high-agency, collaborative mindset. Ability to work onsite in SF: We are onsite 5 days a week in our sunny office in downtown SF.
