Senior Solutions Support Engineer

Summary

Join Wiz, a rapidly growing cloud security company, as a Senior Solutions Support Engineer. You will be part of a global team providing exceptional technical support to customers. Responsibilities include troubleshooting technical issues, collaborating with teams, escalating complex cases, mentoring team members, creating training materials, and participating in on-call support. You will leverage your expertise in cloud technologies and coding to design and implement scalable support solutions. This role requires a Bachelor's degree, extensive experience in technical support and cloud technologies, and proficiency in various technical skills. Wiz offers a dynamic work environment and values diverse perspectives.

Requirements

• Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications
• 7+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role
• A minimum of 3+ 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
• 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
• 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)
• Serve as the subject matter lead on the core technologies within the Wiz product line, providing unparalleled knowledge and expertise
• Mentor and coach team members in case management best practices and technical upskilling
• Gather, collect, collate, generate and publish content, including training material for team members
• Participate in on-call rotation for after-hours, holiday, weekend support coverage
• Create, maintain, and coordinate incident management requests to product or engineering
• Design and implement solutions that scale the support offering through automations

Preferred Qualifications

• 3+ years of hands-on Technical Escalation Support experience (in a Tier 2/3 environment), or related customer-facing role
• 2+ years of experience with deep technical and architectural knowledge for Security, Networking and Cloud technologies (Azure, AWS, GCP)
• 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 that they reside in the contiguous United States