Manager, Solutions Support Engineering

🕒 Maio 13

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $144.000 - $198.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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Wiz

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🔒 Cibersegurança

Cybersecurity • Cloud Security

Wiz é uma empresa líder em segurança em nuvem, que oferece uma plataforma abrangente de segurança para proteger ambientes de nuvem. Ela disponibiliza uma variedade de soluções projetadas para proteger a infraestrutura de nuvem contra ameaças, incluindo detecção e resposta a ameaças, gerenciamento de postura de segurança e priorização de vulnerabilidades. Sua plataforma cloud-native permite integração perfeita entre diversos provedores de nuvem, oferecendo visibilidade sem agente e proteção robusta para as necessidades modernas de computação em nuvem. Confiada por muitas empresas da Fortune 100, a Wiz é reconhecida por sua abordagem inovadora, oferecendo um modelo unificado de segurança que integra desenvolvimento e operações de segurança para ampliar a visibilidade e promover o gerenciamento proativo de ameaças.

Descrição

• 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 successful training and onboarding of new hires • Guide the team through technical-training and additional learning and development needs • Drive projects or initiatives to improve team productivity, process or procedure • Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary • Identify cases that require escalation (either technically or strategically) • Create, maintain, and coordinate incident management requests to product or engineering • Design and implement solutions that scale the support offering through automations • Coordinate with Customer Success Managers to address any technical issues impacting a customer's success • 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 • Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business

🎯 Requisitos

• 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

🏖️ Benefícios

• Medical, dental and vision insurance • Home Office Setup reimbursement • Flexible Spending Accounts • Monthly Connectivity reimbursement • Employee Assistance Program (EAP) • Short- and Long-term Disability Insurance • Life & Accident Insurance • 401(k) Retirement Savings Plan (with employer match) • Flexible paid time off + 11 paid holidays • Paid leave programs, including parental, pregnancy health, medical and bereavement leave