Manager, Support Engineering

🕒 June 2

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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 Solutions Support Engineers, who are responsible for resolving complex technical issues and providing a “WOW” 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 • Guide the team through technical training and additional learning and development needs. Ensure successful training and onboarding of new hires • Drive projects or initiatives to improve team productivity, process or procedure • Participate in incident and escalation retrospectives and reduce the number of escalations over time. Provide escalation insights, trends, drivers, and statistics to support leadership • Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary • Design and implement solutions that scale the support offering through automations • Coordinate with Technical Account Managers to address any technical issues impacting a customer's success • Achieve team goals for technical articles or knowledge base including both internal and customer-facing to ensure a better customer support experience • Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business • The right person will be highly technical, analytical, and have experience managing technical teams. In addition, this person will have a record of driving projects to improve support-related processes and the technical support experience and be passionate about the growth and success of Wiz customers.

🎯 Requirements

• 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 in high-paced operations environment for a highly technical suite of products • 7+ years of hands-on, technical experience in customer support, technical support, system administration, software development, devops, or site reliability • A minimum of 3+ year experience with Cloud technologies (Azure, AWS, GCP) • Experience in reading or debugging code in one language. Examples would include: 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 • Fast learner, natural curiosity, and love of technology.

🏖️ Benefits

• N/A