Remote Escalation Support Engineer

Summary

Join the company that is reinventing cloud security and empowering businesses to thrive in the cloud. As the fastest-growing startup ever, Wiz is on a mission to help organizations secure cloud environments that will accelerate their businesses.

Requirements

• In-depth knowledge of Kubernetes and other container orchestration platforms
• Proficiency with major cloud service providers such as AWS, Azure, and Google Cloud Platform (GCP)
• Strong understanding of Linux/Unix systems, including system administration and troubleshooting
• Solid grasp of networking concepts, including TCP/IP, DNS, load balancing, and security protocols
• Ability to write and understand scripts in languages like Python, Bash, or Go to automate tasks and develop solutions
• Familiarity with monitoring tools (e.g., Prometheus, Grafana) and security practices related to containerized environments
• Deep understanding of the Wiz’s platform, technologies, and architectures
• Expertise in identifying the fundamental causes of complex technical issues
• Ability to analyze logs, metrics, and other data sources to diagnose and resolve problems
• Capability to develop creative solutions for unprecedented or highly complex challenges
• Provide feedback to product and engineering teams based on recurring issues and customer feedback to drive product improvements and feature enhancements
• Develop and promote best practices for support processes, ensuring consistent and high-quality customer service
• Ability to work collaboratively with cross-functional teams, including developers, product managers, and other support engineers
• Provide guidance and mentorship to junior support staff

Responsibilities

• Be a passionate advocate for the customer’s magical experience with Wiz
• Address and resolve complex technical issues related to Wiz’s solutions
• Identify the underlying causes of persistent or critical issues to prevent recurrence and enhance product stability
• Work closely with Wiz’s engineering and development teams to implement fixes, improvements, or workarounds for identified problems
• Serve as a point of contact for high-severity or escalated customer cases, ensuring clear communication and satisfactory resolution
• Develop and maintain comprehensive documentation, including troubleshooting guides and knowledge base articles, to support both customers and internal support teams

Benefits

Equal opportunity employer