Manager of Applied AI, Solutions Support Engineering

Wiz, Inc.

23h

About The Position

At Wiz, technical support is central to the platform and customer experience. The Manager of Applied AI, Solutions Support Engineering is an AI-first technical leader who guides the team of internal tool and automation developers building the tools and architecture that support technical operations at global scale. The role leads the builders behind the support platform ecosystem rather than managing customer-facing support engineers directly.

The manager owns the primary Zendesk ticketing environment and develops integrations with Salesforce and ServiceNow. The role leads intelligent ticket routing, browser and IDE extensions, and automated triage, pre-investigation, and resolution workflows. It combines team leadership and mentoring with hands-on development, code review, Zendesk ownership, and the use of AI models and coding tools to build internal tools and support the development pipeline.

The position requires the legal right to work in the country where the position is based without visa sponsorship. Candidates must also meet the stated EAR and ITAR definition of a U.S. person and reside in the contiguous United States.

Requirements

• At least 2 years of experience leading or managing a team of internal tool developers, automation engineers, or systems developers, including setting technical direction, scheduling and running Agile sprints, managing Jira epics and defects, and remaining hands-on with code.
• At least 5 years of hands-on development experience building internal tools, backend services, APIs, and web applications using Python and TypeScript/JavaScript, such as Node.js and React.
• Hands-on Zendesk and Salesforce administration and development experience, including Zendesk configurations and apps, Salesforce Apex, custom objects and workflows, and integrations with platforms such as ServiceNow.
• Practical experience deploying and maintaining cloud-hosted services on GCP or AWS/Azure using containers, relational databases such as PostgreSQL, data warehouses such as BigQuery, and message queues.
• Hands-on experience using AI models, APIs, prompt engineering, and AI-assisted coding tools to build internal applications, automate operational workflows, and accelerate development.
• Experience with Terraform, Docker, Git, CI/CD pipelines, and managing changes across cloud services and CRM sandboxes.
• Meet the EAR part 772 and ITAR 120.15 definition of a U.S. person and reside in the contiguous United States.
• Have the legal right to work in the country where the position is based without visa sponsorship.

Nice To Haves

• Experience connecting AI tools and workflows to internal systems using Model Context Protocol (MCP) servers, tool proxies, AI models, and coding tools such as Gemini and Claude Code.
• Experience building custom UI components, embedded apps, and integrations across Zendesk, Salesforce, and ServiceNow, including Zendesk Apps Framework (ZAF) apps and Salesforce Lightning Web Components (LWC).
• Track record of building productivity tools for internal teams, such as Chrome extensions, VS Code extensions, or cloud-hosted workspaces.
• Experience building ticket routing, scheduling, and team availability tools that account for queues, engineer skills, and global shift coverage.
• Familiarity with workplace and support tools such as Slack bots and workflows, Jira, Zoom, and BI reporting pipelines.
• Prior customer-facing technical support experience, preferably at a B2B technology company.

Responsibilities

• Lead, mentor, and guide an AI-first team of internal tool and automation developers; schedule and run Jira sprints, manage epics and defects, and drive technical execution and team growth.
• Own the tooling and automation roadmap for the technical support experience, designing tools and architecture that support case resolution.
• Write, review, and ship code in Python, TypeScript/JavaScript, and Apex across internal web applications, background automation jobs, and CRM integrations.
• Use AI models, APIs, and coding tools such as Gemini and Claude Code to accelerate internal tool development and automated ticket triage and pre-investigation, while maintaining quality and reliability.
• Own administration, architecture, and custom development of the Zendesk platform, including embedded apps, webhooks, declarative workflows, and routing/SLA logic.
• Build custom integrations and workflows across ServiceNow and Salesforce, including Apex code.
• Lead development and maintenance of internal support tools, including skills- and availability-based ticket routing, browser and IDE extensions, and integrations with Slack, Jira, Zoom, and PagerDuty.
• Maintain support-tool and automation cloud infrastructure on GCP using containerized services, PostgreSQL, BigQuery, Pub/Sub, and Terraform, while protecting access and customer data.
• Partner with Support leadership, frontline Solutions Support Engineers, Product, and the CTO team to identify workflow bottlenecks and build tools and automations.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed