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Director, Solutions Support Engineering

1 hour, 57 minutes ago
United States
Full-time
Executive
Machine Learning Engineer
Artificial Intelligence and Machine Learning
AWS Azure Bash Cybersecurity GCP Go Java Kubernetes LLM Machine Learning Python SIEM
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Wiz

Wiz

Wiz is a leading cloud security platform trusted by Fortune 100 companies to prevent data breaches and vulnerabilities, enabling faster and secure cloud development.

IT Services
251-1K
Founded 2020
$900M raised
View All Jobs 107

Description

  • Lead, mentor, and develop Solutions Support Engineering Managers across the Americas region.
  • Own the health, performance, and strategic direction of the Americas support organization.
  • Drive support metrics such as SLA, CSAT, TTR, and escalation rates through automation and AI improvements.
  • Oversee hiring and talent development for engineers and managers with technical, cybersecurity, and AI/ML backgrounds.
  • Partner with Customer Success and Sales leadership to deliver a cohesive end-to-end customer experience.
  • Act as the technical backstop for critical customer incidents, including deep investigation of code, logs, and architecture.
  • Provide technical leadership during high-severity security incidents and communicate clearly with enterprise customers.
  • Architect, prototype, and implement AI-driven support workflows, including triage, log analysis, and intelligent routing.
  • Define and execute the roadmap for moving from reactive support to predictive, AI-assisted operations.
  • Partner with CTO, Product, and R&D to translate customer issues and AI-driven trends into architectural improvements, feature requests, and bug fixes.

Requirements

  • 10+ years of progressive hands-on experience in Technical Support, Solutions Engineering, or Technical Account Management in enterprise software.
  • 7+ years of leadership experience, including managing managers at the Director or Senior Manager level.
  • Hands-on experience implementing coding, scripting, AI, Machine Learning, or advanced automation in an IT or support environment.
  • Experience handling high-severity cybersecurity incidents with a calm, analytical approach.
  • Strong cybersecurity background, including areas such as network security, endpoint protection, cloud security architectures, SIEM/SOAR, or IAM.
  • Advanced knowledge of major cloud providers, including AWS, Azure, and GCP, and their security models.
  • Experience reading and debugging code in Python, Go, Java, or Shell, plus command-line tools.
  • Solid understanding of Kubernetes, containerization, and infrastructure-as-code environments.
  • Hands-on proficiency with scripting languages such as Python and Bash.
  • Applicants must have the legal right to work in the country where the position is based without visa sponsorship.

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 and accident insurance.
  • 401(k) retirement savings plan with employer match.
  • Flexible paid time off plus 11 paid holidays.
  • Paid leave programs including parental, pregnancy health, medical, and bereavement leave.
  • Annual base salary range of $204,000 to $280,500 USD.
  • This role may also include incentive compensation.

Interested in this position?

Apply directly on the company website

Apply Now

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