Key skills
AI technologiesCloud technologies - AzureCloud technologies - AWSCloud technologies - GCPKubernetesSystem virtualizationCloud identity and security systemsCloud monitoring and loggingLocal and cloud storageREST APIsGraphQLNetworking fundamentals - TCP/IPNetworking fundamentals - RoutingNetworking fundamentals - VPNsNetworking fundamentals - VLANsNetworking fundamentals - PeeringNetworking fundamentals - Load BalancingRelational databasesTechnical support experienceCoaching and mentoringAIAWSAzureGCPCloud StorageREST APILoad BalancingCustomer SuccessCloud Security
About this role
Wiz is a fast-growing startup focused on reinventing cloud security for businesses. As a Solutions Support Engineer Manager, you will lead a team responsible for providing exceptional technical support, manage performance, and drive initiatives to improve team productivity while leveraging AI technologies to enhance support offerings.
Responsibilities:
- Manage, develop, coach and mentor a team of Technical Support Engineers, who are responsible for technical customer support experience within the Wiz product
- Act as the owner for your team’s accountability and performance - partnering closely with upper management to facilitate performance reviews, performance plans, and any employee relations issues for your direct reports
- Ensure successful training and onboarding of new hires
- Guide the team through technical-training and additional learning and development needs
- Drive projects or initiatives to improve team productivity, process or procedure
- Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary
- Identify cases that require escalation (either technically or strategically)
- Create, maintain, and coordinate incident management requests to product or engineering
- Design and implement solutions that scale the support offering through automations
- Coordinate with Customer Success Managers to address any technical issues impacting a customer's success
- Create technical articles or knowledge base (e.g., edit or create news/ knowledge-based articles) that is internal or customer-facing for a better customer support experience
- Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business
Requirements:
- Experience with AI technologies and a track record of using AI to create tools or scripts to streamline workflows and solve operational challenges
- 1+ years of experience managing external technical support teams
- 5+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role
- 5+ year experience with Cloud technologies (Azure, AWS, GCP)
- Experience with Kubernetes, system virtualization, on-prem and/or hybrid cloud computing, cloud identity and security systems, cloud monitoring and logging, as well as local and cloud storage
- 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
- Prior experience working for a cloud security organization
- Familiar with REST API's or GraphQL
- Understanding of networking fundamentals (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing)
- Understanding of relational databases