Wiz, Inc.
cloud security
Manager,SolutionsSupportEngineering-East
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“Manager, Solutions Support Engineering - East at Wiz, Inc.. Skills: Solutions Support Engineering Management, AI technologies, Cloud technologies, Customer Support. Manage, develop, coach and mentor a team of Technical Support Engineers. Provide an outstanding technical support experience”
What You'll Achieve.
providing an outstanding technical support experience; scale our support offering; improve team productivity, process or procedure; timely resolution of the problems reported
Industry & Context.
solve technical problems for customers; Identify cases that require escalation (either technically or strategically)
reside in the contiguous United States, legal right to work in the country where the position is based, without the need for visa sponsorship, This role does not offer visa sponsorship.
What They're Looking For.
Must Have
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. 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., Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship.
Nice to Have
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
What You'll Do.
coach and mentor a team of Technical Support Engineers
Provide an outstanding technical support experience
Solve technical problems for customers
and coordinate incident management requests to product or engineering
Design and implement solutions that scale the support offering through automations
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
Act as a customer advocate for timely resolution of the problems reported
Understand the environment/network and impact on business
How You'll Work.
Team & Collaboration
Partnering closely with upper management to facilitate performance reviews, performance plans, and any employee relations issues for your direct reports; Collaborate with internal teams and customers on high-priority escalations; Coordinate with Customer Success Managers to address any technical issues impacting a customer's success
Process & Methodology
Drive projects or initiatives to improve team productivity, process or procedure
Full Job Description
Come join the company that is reinventing cloud security and empowering businesses to thrive in the cloud. As the fastest-growing startup ever, Wiz is on a mission to help organizations secure cloud environments that will accelerate their businesses. Trusted by security teams all over the world, we have a proven track record of success and a culture that values world-class talent. Our Wizards from over 20 countries work together to protect the infrastructure of our hundreds of customers, including over 50% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but it’s still early enough for you to make a significant impact. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our record growth. Come join our team and help us create secure cloud environments that allow the best companies to move faster. SUMMARY As a Solutions Support Engineer Manager, you will be a part of a global team responsible for providing an outstanding technical support experience. In this role, you will manage a technical team of highly skilled engineers and help enable them solve technical problems for customers with a mix of debugging, networking, system administration, and updating documentation.You are expected to be an AI-first leader, not only familiar with AI but actively using and building with it to scale our support offering. You will lead by example, using tools like Claude Code to build out advanced support models and internal tools. WHAT YOU’LL DO 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 successfu
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