Director, Solutions Support Engineering

Wiz, Inc.

About The Position

Come join the company that is reinventing cloud security and empowering businesses to thrive in the cloud. As the fastest-growing startup ever, Wiz is on a mission to help organizations secure cloud environments that will accelerate their businesses. Trusted by security teams all over the world, we have a proven track record of success and a culture that values world-class talent. Our Wizards from over 20 countries work together to protect the infrastructure of our hundreds of customers, including over 50% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but it’s still early enough for you to make a significant impact. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our record growth. Come join our team and help us create secure cloud environments that allow the best companies to move faster. Summary We are seeking a highly technical Director, Solutions Support Engineering (Americas) to lead and scale our regional technical support operations. In this critical leadership role, you will direct a team of Solutions Support Managers, overseeing a rapidly growing organization of specialized Solutions Support Engineers dedicated to the Wiz product suite. You will be responsible for the health, performance, and strategic direction of the entire Americas support theater, ensuring we provide unparalleled service across diverse markets and time zones. As a senior leader within the Solutions Support organization, you will do more than ensure the delivery of world-class, frictionless technical support; you will act as a primary catalyst for technical innovation and operational transformation. We are moving beyond traditional break-fix models. A central, critical mandate of this role is to drive the organization toward a predictive, AI-first support model through highly visible, hands-on technical leadership. You will not just sponsor these initiatives - you will actively architect, prototype, and implement cutting-edge Artificial Intelligence, Machine Learning, and automation technologies. By integrating Large Language Models (LLMs), automated root-cause analysis, and intelligent routing into our daily workflows, you will revolutionize how we troubleshoot, resolve, and preempt complex cybersecurity challenges. Ultimately, your work will empower our engineers to focus on high-value problem solving, drastically reduce time-to-resolution for critical enterprise clients, and feed vital, data-driven insights back into our core product engineering teams.

Requirements

10+ years of progressive, hands-on experience in Technical Support, Solutions Engineering, or Technical Account Management within the enterprise software sector.
7+ years of leadership experience, with a proven track record of managing managers (Director or Senior Manager level) while retaining deep technical acuity.
Demonstrable hands-on experience exploring, implementing, and coding/scripting for AI, Machine Learning, or advanced automation platforms within an IT or support environment.
Crisis management expertise with a calm, highly analytical approach to high-severity cybersecurity incidents.
Extensive, hands-on background in cybersecurity (e.g., analyzing network security, endpoint protection, cloud security architectures, SIEM/SOAR, or IAM).
Advanced knowledge of major cloud providers (AWS, Azure, GCP) and their associated security models.
Experience reading and debugging code (Python, Go, Java, Shell) and using command-line tools.
Solid understanding of Kubernetes, containerization, and modern infrastructure-as-code environments.
Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship. This role does not offer visa sponsorship.

Responsibilities

Lead, mentor, and develop a team of Solutions Support Engineering Managers, ensuring a high bar for technical excellence and accountability.
Drive core operational metrics (SLA, CSAT, TTR, Escalation Rates) directly through the application of technical automation and AI enhancements.
Oversee talent strategy, prioritizing the hiring and development of engineers and managers with strong coding, cybersecurity, and AI/ML foundations.
Partner closely with Customer Success and Sales leadership to ensure the delivery of a cohesive, positive end-to-end customer experience with Wiz.
Serve as the ultimate technical backstop for the Americas region, readily diving deep into code, system logs, and architectural designs during critical customer incidents.
Maintain hands-on proficiency with scripting languages (e.g., Python, Bash) and security analysis tools to lead by example in troubleshooting highly complex enterprise environments.
Partner technically with CTO, Product, and R&D, translating complex customer issues and AI-derived technical trends into actionable architectural improvements, feature requests, and bug fixes.
Act as a technical authority during high-severity security incidents and escalations, providing clear, deeply technical communication to C-level enterprise customers.
Architect and directly prototype AI-driven support workflows, building out automated triage scripts, log analysis automations, and intelligent routing mechanisms.
Get hands-on with advanced prompt engineering, LLM fine-tuning for support knowledge bases, and API integrations between AI tools and our core cybersecurity products.
Define and execute the technical roadmap for transitioning the organization from reactive support to predictive, AI-assisted operations.
Train and mentor managers and ICs on advanced technical AI utilization, human-in-the-loop validation, and leveraging AI for rapid root-cause analysis.