Note: The job is a remote job and is open to candidates in USA. Wiz is a cloud and AI security company that helps organizations secure applications and infrastructure by connecting code, cloud, and runtime into a shared context. The Manager, Solutions Support Engineering will lead a technical support team, oversee escalations and performance, and improve support operations through training, documentation, automation, and AI-powered tools.
Responsibilities
- Manage, develop, coach and mentor a team of Technical Support Engineers, who are responsible for technical customer support experience within the Wiz product
- Act as the owner for your team’s accountability and performance - partnering closely with upper management to facilitate performance reviews, performance plans, and any employee relations issues for your direct reports
- Ensure successful training and onboarding of new hires
- Guide the team through technical-training and additional learning and development needs
- Drive projects or initiatives to improve team productivity, process or procedure
- Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary
- Identify cases that require escalation (either technically or strategically)
- Create, maintain, and coordinate incident management requests to product or engineering
- Design and implement solutions that scale the support offering through automations
- Coordinate with Customer Success Managers to address any technical issues impacting a customer's success
- Create technical articles or knowledge base (e.g., edit or create news/ knowledge-based articles) that is internal or customer-facing for a better customer support experience
- Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business
Skills
- 1+ years of experience managing external technical support teams in a SaaS environment while serving as the hands-on, ultimate escalation anchor
- 5+ years of hands-on experience deploying and maintaining AWS, Azure, or GCP infrastructure
- Direct experience configuring and troubleshooting Kubernetes clusters and virtualized environments
- Candidates must meet EAR part 772 and ITAR 120.15 definition of a U.S. person (Any individual who is granted U.S. citizenship; or any individual who is granted U.S. permanent residence (green card holder); or any individual who is granted status as a "protected person") and reside in the contiguous United States
- Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship. This role does not offer visa sponsorship
- Track record of writing scripts or building tools using AI APIs to automate operational workflows
- Practical experience managing hybrid-cloud identity, security protocols, and monitoring/logging pipelines
Benefits
- Bonus
- Equity
- Benefits
Company Overview