Technical Enablement Program Manager, Support

Summary

Join Wiz, a rapidly growing cloud security company, as a Technical Enablement Program Manager, Support. Reporting to the Director of Technical Strategy, you will support the global Support organization by implementing impactful enablement programs and KCS (Knowledge-Centered Service) adoption. You will design, implement, and maintain initiatives to equip technical support teams with the knowledge and tools for outstanding customer experiences. This role involves collaborating with various teams, monitoring program effectiveness, delivering training, and fostering a culture of continuous learning. You will track and analyze enablement success through key performance indicators (KPIs). Come join our team and help us create secure cloud environments that allow the best companies to move faster.

Requirements

• Demonstrated success in implementing KCS in a technology or cybersecurity environment
• 5+ years of experience in technical enablement, technical support, or training roles within a B2B tech or SaaS environment
• Strong background in creating and delivering technical training content with proven ability to engage and motivate learners
• Excellent interpersonal skills and experience working effectively with cross-functional teams
• Analytical mindset with the ability to assess and report on the impact of training and KCS initiatives
• Familiarity with cloud security, cybersecurity concepts, and support systems (e.g., Zendesk, Salesforce, Confluence)
• Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship
• This role does not offer visa sponsorship
• 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

• KCS Strategy & Execution: Implement and drive KCS methodologies to improve knowledge sharing, support efficiency, and self-service success across customer-facing teams
• Enablement Program Design: Collaborate with internal teams to develop and deliver engaging training programs that enhance the skills and knowledge of customer-facing technical support staff
• Cross-Functional Partnership: Work closely with Support Leadership, Product, Engineering, and Enablement teams to align KCS practices with business goals and workflows
• Continuous Improvement: Monitor and evaluate the effectiveness of enablement and KCS initiatives; provide data-driven insights and recommendations for ongoing optimization
• Training Delivery: Develop and lead comprehensive training sessions, both live and on-demand, to empower team members in using KCS and related tools effectively
• Cultural Advocacy: Foster a culture of continuous learning, collaboration, and knowledge sharing across the support team
• Impact Measurement: Track and analyze enablement success through KPIs such as training participation, knowledge reuse, adoption of KCS principles, and overall support performance

Preferred Qualifications

• Experience with enablement and learning tools such as LMS platforms, Highspot, Seismic, or Mindtickle is a plus
• Growth mindset, self-starter, and a passion for enabling others to succeed

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