Solutions Support Engineer

Summary

Join Wiz, a rapidly growing cloud security company, as a Solutions Support Engineer. You will be part of a global team providing exceptional technical support. Responsibilities include troubleshooting customer issues, collaborating with teams, escalating complex cases, and designing scalable support solutions through automation. This 3rd shift position (Saturday-Wednesday, 3 am-12 pm ET) requires a Bachelor's degree or equivalent experience, 2+ years of technical customer support experience, and cloud technology experience. The ideal candidate will possess strong problem-solving skills, familiarity with various technologies, and excellent organizational abilities.

Requirements

• Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications
• 2+ 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
• 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

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

Preferred Qualifications

• Experience with DevOps technologies
• Familiar with REST APIs 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