Senior Manager, Solutions Support Engineering

SUMMARY    

As a Senior Manager, Support Engineering, you will be a part of a global team responsible for providing outstanding technical support experience. In this role, you will lead a team of highly technical Solutions Support Engineers providing world class support on Wiz products and solutions.  

Our customer facing engineers resolve complex technical issues ranging from platform connectivity across customer cloud infrastructure, to multi-dimensional correlational querying of actionable context created and stored in the graph, to lightweight agents deployed on Linux hosts and in Kubernetes clusters to provide real-time visibility and monitoring.  

You will develop a team of subject matter experts and help enable them to manage and solve complex technical escalations, answer and document questions from the field, create tools and automations to help scale our support offering, and work closely with our Product Management and Engineering teams to ensure an excellent customer experience with new and existing products and features.    

WHAT YOU’LL DO   

• 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

WHAT YOU’LL BRING   

• 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   

NICE TO HAVE   

• Familiar with REST API's or GraphQL   
• Knowledge of basic web technologies (e.g., HTTP, HTML, DNS)   
• Understanding of networking fundamentals (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing)   
• Understanding of graph, relational, and non-relational databases  
• Experience managing a highly technical escalations tier