Manager, Solutions Support Engineering

Wiz Logo

Wiz

💵 $144k-$198k
📍Remote - United States

Summary

Join Wiz, a rapidly growing cloud security company, as a Solutions Support Engineer Manager. Manage and mentor a team of up to 8 technical support engineers, ensuring exceptional customer support. Responsibilities include performance management, training, and driving process improvements. Collaborate with internal teams and customers on high-priority issues, creating and maintaining technical documentation. Design and implement scalable support solutions through automation. Advocate for timely resolution of customer problems. This role requires a Bachelor's degree, 1+ years of people management experience, and 3+ years of hands-on technical experience in customer support or a related field. Experience with cloud technologies (Azure, AWS, GCP) and coding/debugging is essential. The position is located on the East Coast (EST Timezone).

Requirements

  • Located on the East Coast (EST Timezone)
  • Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications
  • 1+ years of people management experience
  • 3+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role
  • A minimum of 1+ year experience with Cloud technologies (Azure, AWS, GCP)
  • Experience in reading or debugging code in one or more of the following: Java, Python, Shell, JavaScript, JSON
  • Proficiency with command-line tools and Linux operating system environments
  • Experience with Kubernetes, system virtualization, on-prem and/or hybrid cloud computing, cloud identity and security systems, cloud monitoring and logging, as well as local and cloud storage
  • C andidates 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 that t hey re side in the contiguous United States

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

Preferred Qualifications

  • Experience with DevOps technologies
  • Familiar with REST API's or GraphQL
  • Knowledge of basic web technologies (e.g., HTTP, HTML, DNS)
  • Understanding of networking fundamentals (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing)
  • Understanding of relational databases

Benefits

  • Medical, dental and vision insurance
  • Home Office Setup reimbursement
  • Flexible Spending Accounts
  • Monthly Connectivity reimbursement
  • Employee Assistance Program (EAP)
  • Short- and Long-term Disability Insurance
  • Life & Accident Insurance
  • 401(k) Retirement Savings Plan (with employer match)
  • Flexible paid time off + 11 paid holidays
  • Paid leave programs, including parental, pregnancy health, medical and bereavement leave

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