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Manager, Solutions Support Engineering - East

3 hours, 58 minutes ago
United States
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
AWS Azure GCP GraphQL Kubernetes Load Balancing REST API TCP/IP
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 113

Description

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

Requirements

  • Experience with AI technologies and using AI to create tools or scripts that 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 a related customer-facing role.
  • 5+ years of experience with cloud technologies such as Azure, AWS, or GCP.
  • Experience with Kubernetes, system virtualization, on-prem and/or hybrid cloud computing, cloud identity and security systems, cloud monitoring and logging, and local and cloud storage.
  • Prior experience working for a cloud security organization is preferred.
  • Familiarity with REST APIs or GraphQL is preferred.
  • Understanding of networking fundamentals such as TCP/IP, routing, VPNs, VLANs, peering, and load balancing is preferred.
  • Understanding of relational databases is preferred.
  • Must meet EAR part 772 and ITAR 120.15 definition of a U.S. person and reside in the contiguous United States.
  • Must have the legal right to work in the country where the position is based without visa sponsorship.

Benefits

  • Annual base salary range of $144,000 to $198,000 USD.
  • Role may include incentive compensation.
  • Medical, dental, and vision insurance.
  • Home office setup reimbursement and monthly connectivity reimbursement.
  • Flexible spending accounts and an 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 plus 11 paid holidays.
  • 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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