Support Operations Manager

Summary

Join Wiz, a rapidly growing cloud security company, and become our Manager of Support Operations. Reporting to the Sr. Director of Customer Solutions and Experience Operations, you will lead strategic initiatives and hands-on improvements across our global support ecosystem. You will design scalable frameworks, operationalize premium service offerings, and mature our support organization to deliver best-in-class customer experiences. This high-impact role directly contributes to customer satisfaction, operational efficiency, and long-term growth. You will work with cross-functional teams to enhance support experiences and contribute to Wiz's record growth. The position is based in the east coast time zone and requires legal authorization to work in the US without visa sponsorship.

Requirements

• 6+ years of experience in support operations, customer experience, or technical operations roles, preferably in a high-growth SaaS environment
• Proven ability to lead strategic initiatives while executing hands-on in a fast-paced, evolving environment
• Experience implementing and optimizing support tools such as ServiceNow or similar platforms
• Deep understanding of global support models and workforce planning
• Track record of building and operationalizing premium or tiered support offerings
• Strong analytical skills with the ability to build and interpret reports, dashboards, and KPIs
• Customer-first mindset with a passion for enhancing support experiences through process and tooling
• Excellent cross-functional collaboration skills with experience working across product, engineering, and customer-facing teams
• Strong leadership, communication, and mentoring abilities
• Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship

Responsibilities

• Define and drive the roadmap for scaling Wiz’s customer support organization in alignment with evolving customer and business needs
• Design and implement a global support model that raises the bar for excellence in cloud security
• Lead the enhancement and operationalization of premium support services, including SLAs, custom plans, and dedicated resources
• Optimize and scale support tools and systems (e.g., ServiceNow) to improve ticket management, escalation workflows, and performance reporting
• Build data-driven frameworks for global workforce planning, coverage modeling, and customer issue resolution
• Champion the voice of the customer through feedback loops, systemic issue resolution, and continuous improvement initiatives
• Partner with Product, Engineering, and Customer Experience teams to proactively address support challenges
• Create dashboards and reports to monitor key metrics like CSAT, time-to-resolution, and support efficiency
• Empower support teams with the tools, training, and resources they need to succeed
• Foster a culture of excellence, growth, and feedback across the support organization

Preferred Qualifications

Experience with cloud security or cybersecurity is a plus

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