Director – Solutions Support Engineering

Role Overview

• 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.

Tech Stack

• AWS
• Azure
• Cloud
• Cyber Security
• Google Cloud Platform
• Java
• Kubernetes
• Python
• Go

Benefits

• Health insurance
• 401(k) matching
• Remote work options