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.
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)
- 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
- Participate in on-call rotation for after-hours, holiday, weekend support coverage
WHAT YOU’LL BRING
- Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications
- 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)
- 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
- 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
- Familiar with security frameworks or tools
- Excellent organizational and project management skills
- Fast learner, natural curiosity, and love of technology
NICE TO HAVE
- 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)
