Lead, mentor, and develop a team of Solutions Support Engineering Managers, ensuring a high bar for technical excellence and accountability.
Drive core operational metrics (SLA, CSAT, TTR, Escalation Rates) directly through the application of technical automation and AI enhancements.
Oversee talent strategy, prioritizing the hiring and development of engineers and managers with strong coding, cybersecurity, and AI/ML foundations.
Partner closely with Customer Success and Sales leadership to ensure the delivery of a cohesive, positive end-to-end customer experience with Wiz.
Serve as the ultimate technical backstop for the Americas region, readily diving deep into code, system logs, and architectural designs during critical customer incidents.
Maintain hands-on proficiency with scripting languages (e.g., Python, Bash) and security analysis tools to lead by example in troubleshooting highly complex enterprise environments.
Partner technically with CTO, Product, and R&D, translating complex customer issues and AI-derived technical trends into actionable architectural improvements, feature requests, and bug fixes.
Act as a technical authority during high-severity security incidents and escalations, providing clear, deeply technical communication to C-level enterprise customers.
Architect and directly prototype AI-driven support workflows, building out automated triage scripts, log analysis automations, and intelligent routing mechanisms.
Get hands-on with advanced prompt engineering, LLM fine-tuning for support knowledge bases, and API integrations between AI tools and our core cybersecurity products.
Define and execute the technical roadmap for transitioning the organization from reactive support to predictive, AI-assisted operations.
Train and mentor managers and ICs on advanced technical AI utilization, human-in-the-loop validation, and leveraging AI for rapid root-cause analysis.
Requirements
10+ years of progressive, hands-on experience in Technical Support, Solutions Engineering, or Technical Account Management within the enterprise software sector.
7+ years of leadership experience, with a proven track record of managing managers (Director or Senior Manager level) while retaining deep technical acuity.
Demonstrable hands-on experience exploring, implementing, and coding/scripting for AI, Machine Learning, or advanced automation platforms within an IT or support environment.
Crisis management expertise with a calm, highly analytical approach to high-severity cybersecurity incidents.
Extensive, hands-on background in cybersecurity (e.g., analyzing network security, endpoint protection, cloud security architectures, SIEM/SOAR, or IAM).
Advanced knowledge of major cloud providers (AWS, Azure, GCP) and their associated security models.
Experience reading and debugging code (Python, Go, Java, Shell) and using command-line tools.
Solid understanding of Kubernetes, containerization, and modern infrastructure-as-code environments.