Escalation Expert - CTO Office

Wiz • New York City, NY

23d

About The Position

We’re looking for an Escalation Expert to join the CTO team and spread the power of Wiz. In this role, your primary responsibility is to proactively identify, analyze, and resolve complex customer issues and recurring technical patterns and be a pivotal link between our customers and our core engineering and product teams. You will delve deep into challenging technical problems, provide critical feedback to shape the future of our product, and actively contribute to the development of our internal tooling, with a strong focus on leveraging AI to enhance our capabilities.

Requirements

• Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or equivalent industry experience and certifications.
• 7+ years of hands-on, technical experience in a senior customer-facing role such as Escalation Engineer, Senior Technical Support, or a related field.
• A minimum of 3+ years of in-depth experience with a major cloud platform.
• Proven experience in reading, debugging, and writing code in at least one high-level programming language (e.g., Python, Go, Java, Shell, JavaScript).
• Proficiency in using Git and source code management systems for code collaboration.
• Proficiency with REST APIs or GraphQL.
• Proficiency with command-line tools and Linux operating system environments.
• A fast learner with a natural curiosity, a passion for technology, and the ability to work independently.
• A deep understanding of web technologies (e.g., HTTP, HTML, DNS).
• Experience leveraging AI tools to increase task efficiency.

Nice To Haves

• Experience with DevOps technologies and CI/CD pipelines.
• Experience with Kubernetes and Container technologies.
• Experience with Infrastructure as Code (IaC) technologies such as Terraform.
• Proficiency with SQL for data analysis and the proven ability to independently create dashboards and datasets to drive insights.
• Experience with relational and NoSQL databases.
• Previous experience in a role within a CTO organization or a similar strategic technical team.

Responsibilities

• Take ownership of our most challenging customer technical problems, performing deep-dive troubleshooting and analysis to drive them to resolution.
• Proactively identify potential escalations and serve as the customer's advocate, ensuring their most difficult technical challenges influence product and engineering roadmaps.
• Author and publish technical troubleshooting content, such as knowledge base articles and guides, for both internal team enablement and external customer use.
• Lead the development of internal tools and processes for your specific product area, and champion their adoption within our technical teams.
• Participate in an on-call rotation for critical escalations and to support internal tooling.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level