Director, Solutions Support Engineering

Wiz is a fast-growing startup reinventing cloud security and empowering businesses to thrive in the cloud. The Director, Solutions Support Engineering will lead and scale the regional technical support operations, overseeing a team dedicated to the Wiz product suite and driving a transition to a predictive, AI-first support model.

Responsibilities:

• 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
• 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