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. This role involves troubleshooting technical issues, collaborating with teams, escalating complex cases, and mentoring team members. You will leverage your expertise in cloud technologies and coding to create solutions and improve our support offerings. The position requires significant experience in customer support, cloud technologies, and various technical skills. Wiz values diverse backgrounds and encourages applications even if all requirements aren't fully met.

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
• Participate in on-call rotation for after-hours, holiday, weekend support coverage

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)