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Escalation Expert - CTO Office

1 hour, 29 minutes ago
United States
Full-time
Senior
Technical Support Engineer
Software Development
CI/CD DNS Git Go GraphQL HTML HTTP Java JavaScript Kubernetes Linux Python REST API SQL Terraform
Apply Now
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 80

Description

  • Own the most challenging customer technical problems through deep-dive troubleshooting and analysis until resolution.
  • Proactively identify potential escalations and act as the customer’s advocate.
  • Translate recurring technical issues into feedback that informs product and engineering roadmaps.
  • Author and publish troubleshooting content such as knowledge base articles and technical guides for internal and external use.
  • Lead the development of internal tools and processes for the assigned product area and drive adoption across technical teams.
  • Participate in an on-call rotation to support critical escalations and internal tooling.
  • Contribute to the development of internal tooling with a focus on AI-enabled capabilities.

Requirements

  • Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or equivalent industry experience and certifications.
  • 7+ years of hands-on technical experience in a senior customer-facing role such as Escalation Engineer or Senior Technical Support.
  • 3+ years of in-depth experience with a major cloud platform.
  • Experience reading, debugging, and writing code in at least one high-level programming language such as Python, Go, Java, Shell, or JavaScript.
  • Proficiency with Git and source code management systems.
  • Proficiency with REST APIs or GraphQL.
  • Proficiency with command-line tools and Linux operating system environments.
  • Deep understanding of web technologies such as HTTP, HTML, and DNS.
  • Ability to work independently, with strong curiosity and a fast learning mindset.
  • Experience leveraging AI tools to improve task efficiency.
  • Preferred: experience with DevOps technologies and CI/CD pipelines.
  • Preferred: experience with Kubernetes and container technologies.
  • Preferred: experience with Infrastructure as Code tools such as Terraform.
  • Preferred: proficiency with SQL for data analysis and independently building dashboards and datasets.
  • Preferred: experience with relational and NoSQL databases.
  • Preferred: previous experience in a CTO organization or similar strategic technical team.
  • Applicants must have the legal right to work in the country where the position is based, without visa sponsorship.

Benefits

  • US base salary range of $168,000 to $231,000 USD.
  • Role may also include incentive compensation.
  • Medical, dental, and vision insurance.
  • Home office setup reimbursement and monthly connectivity reimbursement.
  • Flexible spending accounts and Employee Assistance Program (EAP).
  • Short- and long-term disability insurance, plus life and accident insurance.
  • 401(k) retirement savings plan with employer match.
  • Flexible paid time off, 11 paid holidays, and paid leave programs including parental, pregnancy health, medical, and bereavement leave.

Interested in this position?

Apply directly on the company website

Apply Now

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