Manager, Solutions Support Engineering

🕒 May 13

🇺🇸 United States – Remote

💵 $144k - $198k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Wiz

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔒 Cybersecurity

Cybersecurity • Cloud Security

Wiz is a leading cloud security company, providing a comprehensive security platform for safeguarding cloud environments. It offers a variety of solutions designed to protect cloud infrastructure from threats, including threat detection and response, security posture management, and vulnerability prioritization. Their cloud-native platform enables seamless integration across various cloud systems, offering agentless visibility and robust protection for modern cloud computing needs. Trusted by many Fortune 100 companies, Wiz is recognized for its innovative approach, offering a unified security model that integrates development and security operations for enhanced visibility and proactive threat management.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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