Senior Support Systems Engineer

Wiz, Inc.

About The Position

As a Senior Support Systems Engineer, you will be part of a team focused on operational excellence and innovation. In this role, you will design, build, and maintain the internal applications and infrastructure that our global support teams rely on. You will leverage your expertise to create solutions that enhance troubleshooting capabilities, optimize ticket management, and provide critical visibility for leadership, including the development of automations and AI-powered workflows to intelligently route and manage customer cases.

Requirements

Bachelor's degree in Computer Science, Engineering, Information Systems, or equivalent industry experience.
5+ years of hands-on experience in a tools engineering, application development, or support operations role.
Experience integrating and optimizing AI/ML models, including prompt engineering, training/fine-tuning, and grounding.
Demonstrable experience building applications using Python and web frameworks (HTML, CSS, JavaScript).
Proficiency with SQL and experience with data warehouses like Snowflake or BigQuery.
Experience working with version control systems, particularly GitHub.
A proven track record of creating and maintaining technical documentation.
Excellent problem-solving skills and the ability to work independently on complex projects.

Nice To Haves

Experience with integration/automation platforms like Workato.
Familiarity with administering SaaS platforms such as Zendesk or ServiceNow.
Knowledge of cloud security concepts and the technical domain of support (Azure, AWS, GCP).
Experience with REST APIs or GraphQL.
Understanding of ITIL or other ITSM frameworks.

Responsibilities

Design, develop, and maintain custom applications and integrations to improve the efficiency and effectiveness of the global support organization.
Own the technical infrastructure of internal support tools, ensuring reliability, scalability, and performance.
Build and manage AI-powered workflows to agentically analyze, tag, and route incoming support tickets to the appropriate teams.
Develop applications and dashboards to give support managers greater visibility into their team's performance and case backlog.
Manage code and deployments using GitHub, and produce clear, comprehensive documentation for all systems and processes you create.
Collaborate with support engineers and leadership to gather requirements and translate operational needs into technical solutions.
Monitor, troubleshoot, and resolve issues within the support systems stack to ensure business continuity.

Benefits

Medical, dental and vision insurance
Home Office Setup reimbursement
Flexible Spending Accounts
Monthly Connectivity reimbursement
Employee Assistance Program (EAP)
Short- and Long-term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan (with employer match)
Flexible paid time off + 11 paid holidays
Paid leave programs, including parental, pregnancy health, medical and bereavement leave