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Manager, Solutions Support Engineering - East

1 month ago
United States
Full-time
Lead
Technical Support Engineer
Customer and Technical Support
AWS Azure GCP Kubernetes
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 46

Description

  • Manage, coach, mentor, and develop a team of Technical Support Engineers.
  • Own team accountability and performance, including reviews, performance plans, and employee relations issues.
  • Ensure successful onboarding and training for new hires.
  • Guide ongoing technical training and learning and development for the team.
  • Drive initiatives that improve team productivity, processes, and procedures.
  • Partner with internal teams and customers to resolve high-priority escalations.
  • Identify cases that require technical or strategic escalation.
  • Create and coordinate incident management requests with product and engineering teams.
  • Design and implement automations that scale the support offering.
  • Coordinate with Customer Success Managers on technical issues affecting customer outcomes.
  • Create and maintain internal and customer-facing technical articles and knowledge base content.
  • Advocate for customers and help ensure timely resolution of reported problems.

Requirements

  • 1+ years managing external technical support teams in a SaaS environment.
  • Hands-on experience serving as the primary escalation point for technical support issues.
  • Track record of writing scripts or building tools using AI APIs to automate operational workflows.
  • 5+ years of hands-on experience deploying and maintaining AWS, Azure, or GCP infrastructure.
  • Direct experience configuring and troubleshooting Kubernetes clusters and virtualized environments.
  • Practical experience managing hybrid-cloud identity, security protocols, and monitoring/logging pipelines.
  • Ability to work in an AI-first manner and actively use AI tools such as Claude Code to build support models and internal tools.
  • Must meet EAR part 772 and ITAR 120.15 definition of a U.S. person.
  • Must reside in the contiguous United States.
  • Must have the legal right to work in the country where the position is based without visa sponsorship; this role does not offer sponsorship.

Benefits

  • Full-time compensation includes base salary, bonus, equity, and benefits.
  • US base salary range of $144,000 to $198,000.
  • Benefits available through Google.
  • Opportunity to work on a high-growth, global security platform.
  • Role supports a team working across customers including major enterprise organizations.

Interested in this position?

Apply directly on the company website

Apply Now

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