Wiz, Inc.
Cloud Security
Manager,SupportEngineering
Neural analysis suggests this role is
optimal for Manager candidates.
“Manager, Support Engineering at Wiz, Inc.. Skills: Support Engineering, Cloud Security, Technical Support, Team Management. Manage, develop, coach and mentor a team. Resolve complex technical issues”
Industry & Context.
Resolve complex technical issues; Troubleshooting
What They're Looking For.
Must Have
Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications, 5+ years of experience in managing support engineering teams, 7+ years of hands-on, technical experience in customer support, technical support, system administration, software development, devops, or site reliability, 3+ year experience with Cloud technologies (Azure, AWS, GCP), Experience in reading or debugging code in one language (Java, Python, Shell, JavaScript, Rust, Go), Proficiency with command-line tools and Linux operating system environments, 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, Familiar with security frameworks or tools, Excellent organizational and project management skills
Nice to Have
Familiar with REST API's or GraphQL, Knowledge of basic web technologies, Understanding of networking fundamentals, Understanding of graph, relational, and non-relational databases, Experience managing a highly technical escalations tier
What You'll Do.
coach and mentor a team
Resolve complex technical issues
Provide technical customer support
Act as owner for team accountability and performance
Facilitate performance reviews
Facilitate performance plans
Facilitate employee relations issues
Guide team through technical training
Guide team through learning and development needs
Ensure successful training and onboarding
Drive projects to improve team productivity
Drive projects to improve process
Drive projects to improve procedure
Participate in incident retrospectives
Participate in escalation retrospectives
Reduce number of escalations
Provide escalation insights
Provide escalation trends
Provide escalation drivers
Provide escalation statistics
Collaborate with internal teams
Collaborate with customers
Resolve high-priority escalations
Act as resource to resolve escalations
Design solutions to scale support offering
Implement solutions to scale support offering
Coordinate with Technical Account Managers
Address technical issues impacting customer success
Achieve team goals for technical articles
Achieve team goals for knowledge base
Ensure better customer support experience
Act as customer advocate
Ensure timely resolution of problems
Understand customer environment
Understand customer network
Understand impact on business
How You'll Work.
Team & Collaboration
Product Management teams; Engineering teams; Technical Account Managers
Process & Methodology
Project management
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 Senior Manager, Support Engineering, you will be a part of a global team responsible for providing outstanding technical support experience. In this role, you will lead a team of highly technical Solutions Support Engineers providing world class support on Wiz products and solutions. Our customer facing engineers resolve complex technical issues ranging from platform connectivity across customer cloud infrastructure, to multi-dimensional correlational querying of actionable context created and stored in the graph, to lightweight agents deployed on Linux hosts and in Kubernetes clusters to provide real-time visibility and monitoring. You will develop a team of subject matter experts and help enable them to manage and solve complex technical escalations, answer and document questions from the field, create tools and automations to help scale our support offering, and work closely with our Product Management and Engineering teams to ensure an excellent customer experience with new and existing products and featur
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