Wiz · 4 hours ago

Escalation Support Engineer

Remote - USA

Full-time

Remote

Mid Level

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Cloud SecurityCyber Security

No H1B

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Responsibilities

Be a passionate advocate for the customer’s magical experience with Wiz

Address and resolve complex technical issues related to Wiz’s solutions

Identify the underlying causes of persistent or critical issues to prevent recurrence and enhance product stability

Work closely with Wiz’s engineering and development teams to implement fixes, improvements, or workarounds for identified problems

Serve as a point of contact for high-severity or escalated customer cases, ensuring clear communication and satisfactory resolution

Develop and maintain comprehensive documentation, including troubleshooting guides and knowledge base articles, to support both customers and internal support teams

Qualification

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KubernetesAWSAzureGoogle Cloud PlatformLinux/UnixNetworking conceptsPythonBashGoRoot Cause AnalysisPrometheusGrafanaData AnalysisFeedback Loop

Required

In-depth knowledge of Kubernetes and other container orchestration platforms

Proficiency with major cloud service providers such as AWS, Azure, and Google Cloud Platform (GCP)

Strong understanding of Linux/Unix systems, including system administration and troubleshooting

Solid grasp of networking concepts, including TCP/IP, DNS, load balancing, and security protocols

Ability to write and understand scripts in languages like Python, Bash, or Go to automate tasks and develop solutions

Familiarity with monitoring tools (e.g., Prometheus, Grafana) and security practices related to containerized environments

Deep understanding of the Wiz’s platform, technologies, and architectures

Expertise in identifying the fundamental causes of complex technical issues

Ability to analyze logs, metrics, and other data sources to diagnose and resolve problems

Capability to develop creative solutions for unprecedented or highly complex challenges

Provide feedback to product and engineering teams based on recurring issues and customer feedback to drive product improvements and feature enhancements

Develop and promote best practices for support processes, ensuring consistent and high-quality customer service

Ability to work collaboratively with cross-functional teams, including developers, product managers, and other support engineers

Provide guidance and mentorship to junior support staff

Candidates must meet EAR part 772 and ITAR 120.15 definition of a U.S. person and that they reside in the contiguous United States.