דרושים Manager Support Engineering - West ב-Wiz ב-United States, Austin

Our Scaled Customer Success approach balances two distinct workflows. The primary engagement model is reactive, where you'll monitor dashboards for risk signals and partner with the account team to deliver targeted interventions on a case-by-case basis. You will have the opportunity to lead sessions addressing adoption barriers, targeted training, feature request collection, usage pattern analysis, and technical support coordination.

WHAT YOU’LL DO

• Provide your customers with expert guidance on deployment, operational best practices, and assist in establishing a Wiz Center of Excellence.
• Contribute to sessions aimed at helping customers unlock the full value of the Wiz platform.
• Contribute to and run community-based one-to-many engagement opportunities (e.g. writing knowledge articles or running webinars)
• Focus on driving out risk in our account base by increasing adoption, ensuring retention, and fostering satisfaction.
• Collaborate with Engineering and Support teams to resolve technical escalations quickly and efficiently.
• Advocate for customer needs cross-functionally (i.e.. Product Management and Support).
• Offer insights regarding the availability of new features in Wiz.
• Facilitate escalations for more complex or technically challenging issues.
• Collaborate with Wiz Sales and Renewal teams to secure contract renewals.
• Assist in identifying opportunities for expanding Wiz usage across the customer’s organization.

WHAT YOU’LL BRING

• 1-3 years of experience in technical customer facing roles (i.e. Technical Account Manager, Professional Services, Solutions Engineering, Technical Support, Customer Success Engineer).
• A willingness to learn both cloud and cyber security technologies.
• Understanding of cloud services, architectures, and security best practices.
• Familiarity with container technologies (Docker, Kubernetes) and the security considerations associated with them.
• Strong problem-solving skills, with the ability to troubleshoot technical issues and drive resolution.
• Strong communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of an organization.
• B.S. in Computer Science, Engineering, or similar field, or equivalent experience.

WHAT YOU’LL DO

• Lead with curiosity to understand our customer’s complex business problems
• Demonstrate an intimate understanding of Wiz Cloud Security Solutions and their value to our customers for our cloud segment
• Demonstrate ability to position and advise to CISO level executives with industry Point-of-View business insights; Continue to listen, build and grow executive relationships with customers
• Develop and close business to consistently meet or exceed quarterly sales quotas, in a way that reflects Wiz values
• Align with Wiz partner ecosystem to optimize market opportunity
• Maintain accurate pipeline management with expert-level forecasting
• Build effective working relationships with Solutions Engineering, Customer Success, Product, Marketing, Delivery, and Executive teams to ensure strategy alignment and achieve company objectives

WHAT YOU’LL BRING

• Minimum 5 years closing experience in the cloud/security space, ideally in a majority hunting role
• Proven track record of selling in a competitive market
• Experience in a hypergrowth/start-up organization
• Ability to build great internal partnerships with key business units and their stakeholders
• A consultative and professional approach to engaging with customers
• Ability to manage multiple opportunities in various stages
• A proven track record managing accounts in cloud or cybersecurity ecosystem to elevate the business
• Resilience, adaptability, flexibility, ability to be a team player

Applicants must have the legal right to work in the country where the position is based,without the need forrole does not offer

WHAT YOU’LL DO

• KCS Strategy & Execution: Implement and drive KCS methodologies to improve knowledge sharing, support efficiency, and self-service success across customer-facing teams.
• Enablement Program Design: Collaborate with internal teams to develop and deliver engaging training programs that enhance the skills and knowledge of customer-facing technical support staff.
• Cross-Functional Partnership: Work closely with Support Leadership, Product, Engineering, and Enablement teams to align KCS practices with business goals and workflows.
• Continuous Improvement: Monitor and evaluate the effectiveness of enablement and KCS initiatives; provide data-driven insights and recommendations for ongoing optimization.
• Training Delivery: Develop and lead comprehensive training sessions, both live and on-demand, to empower team members in using KCS and related tools effectively.
• Cultural Advocacy: Foster a culture of continuous learning, collaboration, and knowledge sharing across the support team.
• Impact Measurement: Track and analyze enablement success through KPIs such as training participation, knowledge reuse, adoption of KCS principles, and overall support performance.

WHAT YOU’LL BRING

• Demonstrated success in implementing KCS in a technology or cybersecurity environment.
• 5+ years of experience in technical enablement, technical support, or training roles within a B2B tech or SaaS environment.
• Strong background in creating and delivering technical training content with proven ability to engage and motivate learners.
• Excellent interpersonal skills and experience working effectively with cross-functional teams.
• Analytical mindset with the ability to assess and report on the impact of training and KCS initiatives.
• Familiarity with cloud security, cybersecurity concepts, and support systems (e.g., Zendesk, Salesforce, Confluence).
• Experience with enablement and learning tools such as LMS platforms, Highspot, Seismic, or Mindtickle is a plus.
• Growth mindset, self-starter, and a passion for enabling others to succeed.

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.

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.

As a Solutions Support Engineer, you will be a part of a global team responsible foroutstanding technical support experience.In this role,when needed,

WHAT YOU'LL DO

• 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)
• Create, maintain, and coordinate incident management requests to product or engineering
• Design and implement solutions that scale the support offering through automation
• Participate in on-call rotation for after-hours, holiday, and weekend support coverage
• The schedule for this role is Saturday - Wednesday 9:00am - 6:00 PM PT

WHAT YOU'LL BRING

• Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications.
• 2+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role
• A minimum of 1+ year experience with Cloud technologies (Azure, AWS, GCP)
• 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
• Experience with Kubernetes, system virtualization, on-prem and/or hybrid cloud computing, cloud identity and security systems, cloud monitoring, and logging, as well as local and cloud storage
• Familiar with security frameworks or tools
• Excellent organizational and project management skills
• Fast learner, natural curiosity, and love of technology

NICE TO HAVE

• Experience with DevOps technologies
• Familiar with REST APIs or GraphQL
• Knowledge of basic web technologies (e.g., HTTP, HTML, DNS)
• Understanding of networking fundamentals (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing)
• Understanding of relational databases

andidates must meet EAR part 772 and ITAR 120.15 definition of aU.S. person(Any individual who is granted U.S. citizenship;any individual who is granted U.S. permanent residence (green card holder);any individual who is granted status as a “protected person”) and that tin the contiguous United States.

As a Solutions Support Engineer Manager, you will be a part of a global team responsible for providing outstanding technical support experience. In this role, you will manage a technical team of up to 8 people and help and enable them to solve 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.

WHAT YOU’LL DO

• Manage, develop, coach and mentor a team of Technical Support Engineers, who are responsible for technical customer support experience within the Wiz product
• Act as the owner for your team’s accountability and performance - partnering closely with upper management to facilitate performance reviews, performance plans, and any employee relations issues for your direct reports
• Ensure successful training and onboarding of new hires
• Guide the team through technical-training and additional learning and development needs
• Drive projects or initiatives to improve team productivity, process or procedure
• Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary
• Identify cases that require escalation (either technically or strategically)
• Create, maintain, and coordinate incident management requests to product or engineering
• Design and implement solutions that scale the support offering through automations
• Coordinate with Customer Success Managers to address any technical issues impacting a customer's success
• Create technical articles or knowledge base (e.g., edit or create news/ knowledge-based articles) that is internal or customer-facing for a better customer support experience
• Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business

WHAT YOU’LL BRING

• Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications
• 1+ years of people management experience
• 3+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role
• A minimum of 1+ year experience with Cloud technologies (Azure, AWS, GCP)
• 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
• Experience with Kubernetes, system virtualization, on-prem and/or hybrid cloud computing, cloud identity and security systems, cloud monitoring and logging, as well as local and cloud storage
• Familiar with security frameworks or tools
• Excellent organizational and project management skills
• Fast learner, natural curiosity, and love of technology

NICE TO HAVE

• Experience with DevOps technologies
• Familiar with REST API's or GraphQL
• Knowledge of basic web technologies (e.g., HTTP, HTML, DNS)
• Understanding of networking fundamentals (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing)
• Understanding of relational databases

andidates must meet EAR part 772 and ITAR 120.15 definition of aU.S. person(Any individual who is granted U.S. citizenship;any individual who is granted U.S. permanent residence (green card holder);any individual who is granted status as a “protected person”) and that tin the contiguous United States.