Wiz · 1 day ago

Manager, Support Engineering

Remote - USA

Full-time

Remote

Mid, Senior Level

7+ years exp

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Responsibilities

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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Cloud technologiesCustomer supportTechnical supportLinux operating systemKubernetesProgramming languagesSecurity frameworksProject managementCommand-line toolsGraphQLREST APIsNetworking fundamentalsDatabasesNatural curiosityLove of technology

Required

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