Senior Manager, Solutions Support Engineering

Summary

Join Wiz, a rapidly growing cloud security company, as a Senior Manager, Support Engineering. Lead a global team providing exceptional technical support for Wiz products and solutions. Develop and mentor a team of Solutions Support Engineers to resolve complex technical issues and deliver a superior customer experience. Drive projects to enhance team productivity and processes, collaborating with Product Management and Engineering teams. Act as a customer advocate, ensuring timely resolution of problems and contributing to knowledge base articles. The ideal candidate is highly technical, analytical, and experienced in managing technical teams, with a proven track record of improving support processes.

Requirements

• Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications
• 5+ years of experience in managing support engineering teams in high-paced operations environment for a highly technical suite of products
• 7+ years of hands-on, technical experience in customer support, technical support, system administration, software development, devops, or site reliability
• A minimum of 3+ year experience with Cloud technologies (Azure, AWS, GCP)
• Experience in reading or debugging code in one language. Examples would include: Java, Python, Shell, JavaScript, Rust, Go
• 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

• Manage, develop, coach and mentor a team of Solutions Support Engineers, who are responsible for resolving complex technical issues and providing a “WOW” 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
• Guide the team through technical training and additional learning and development needs. Ensure successful training and onboarding of new hires
• Drive projects or initiatives to improve team productivity, process or procedure
• Participate in incident and escalation retrospectives and reduce the number of escalations over time. Provide escalation insights, trends, drivers, and statistics to support leadership
• Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary
• Design and implement solutions that scale the support offering through automations
• Coordinate with Technical Account Managers to address any technical issues impacting a customer's success
• Achieve team goals for technical articles or knowledge base including both internal and customer-facing to ensure 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

• 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 graph, relational, and non-relational databases
• Experience managing a highly technical escalations tier

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