Remote Solutions Support Engineer

Summary

Join the company that is reinventing cloud security and empowering businesses to thrive in the cloud. As a Solutions Support Engineer, you will be part of a global team responsible for providing outstanding technical support experience. In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, creating solutions for customers while scaling our support offering using coding and scripting.

Requirements

• Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications
• 5+ 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
• Familiar with security frameworks or tools
• Excellent organizational and project management skills
• Fast learner, natural curiosity, and love of technology

Responsibilities

• Responsible for technical customer support experience within the Wiz product
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams
• 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
• Act as an advisor to the customer and handle complex, repeatable, or escalated cases
• 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

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