As an Escalation Support Engineer for the Wiz Support Team, you will be a part of a global team responsible for providing outstanding, advanced, technical support experiences. In this role, you will leverage your subject matter expertise to troubleshoot technically complex customer issues, ensure timely resolutions and maintain and improve product supportability. You will collaborate closely with engineering teams to resolve escalated issues, educate the Solutions Support Engineering (SSE) team on new product launches and existing areas, and contribute to product improvements. Additionally, you will be responsible for building internal tools and standard operating procedures (SOPs) to enhance support efficiency and empower the global SSE team to handle complex technical issues effectively, stay updated with the latest product developments, and reduce ticket volumes.
WHAT YOU’LL DO
- Provide advanced technical support to global customers, resolve complex issues and provide custom solutions for enhancing security frameworks.
- Act as the primary point of contact for advanced troubleshooting and guidance on configurations and best-practices.
- Collaborate closely with product and engineering teams to submit detailed bug reports, provide product feedback, enhance incident resolution, and address service issues to improve product quality.
- Serve as the subject matter expert on the core technologies within the Wiz product line, providing unparalleled knowledge and expertise.
- Spearhead process enhancements, tool optimization, and service delivery improvements that facilitate effective troubleshooting and remediation, including advanced diagnostics.
- Work closely with the Support leadership team to lead solution support engineer (SSE) ramp-up, conduct technical screenings, create technical documentations, develop Knowledge Base strategy, and build problem-solving guides.
WHAT YOU’LL BRING
- Bachelor's degree in computer science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications.
- 5+ 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).
- Experience writing, reading and debugging code in one or more the following: Java, Python, JavaScript (or any other high level programming language).
- Proficiency in SQL, ability to compose basic queries leveraging joins across multiple tables on relational databases.
- 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
- Familiarity with security frameworks or tools
- Skills to maintain rigorous case management, ensuring thorough documentation and timely updates.
- Ability to collaborate effectively with Engineering teams to drive architectural changes that enhance environmental stability.
- Excellent written and verbal communication skills
- Fast learner, natural curiosity, and love of technology
NICE TO HAVE
- Experience with DevOps technologies
- Familiarity 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
