Senior Solutions Support Engineer - US East

Wiz, Inc.

1d • $128,000 - $176,000 • Remote

About The Position

As a Senior Solutions Support Engineer, you will be a part of a global team responsible for providing outstanding technical support experience. In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, creating solutions for customers while scaling our support offering using coding and scripting.

Requirements

• Must be comfortable working 9-6 EST/EDT
• 7+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role
• A minimum of 3+ year experience with Cloud technologies (Azure, AWS, GCP)
• 2+ years of hands on experience with Kubernetes (AKS/GKS/EKS etc..)
• Experience in reading or debugging code in one or more of the following: Java, Python, Shell, JavaScript, JSON
• Proficiency with command-line tools and Linux operating system environments
• Candidates must meet EAR part 772 and ITAR 120.15 definition of a U.S. person (Any individual who is granted U.S. citizenship; or any individual who is granted U.S. permanent residence (green card holder); or any individual who is granted status as a “protected person”) and that they reside in the contiguous United States.
• 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.

Nice To Haves

• 3+ years of hands-on Technical Escalation Support experience (in a Tier 2/3 environment), or related customer-facing role
• 2+ years of experience with deep technical and architectural knowledge for Security, Networking and Cloud technologies (Azure, AWS, GCP)

Responsibilities

• Responsible for technical customer support experience within the Wiz product
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams
• Identify cases that require escalation (either technically or strategically)
• Serve as the subject matter lead on the core technologies within the Wiz product line, providing unparalleled knowledge and expertise
• Mentor and coach team members in case management best practices and technical upskilling
• Gather, collect, collate, generate and publish content, including training material for team members
• Participate in on-call rotation for after-hours, holiday, weekend support coverage
• Create, maintain, and coordinate incident management requests to product or engineering
• Design and implement solutions that scale the support offering through automations

Benefits

• base salary + bonus + equity + benefits

What This Job Offers

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