As Solutions Support Manager, you will be a part of a global team responsible for providing outstanding technical support experience. In this role, you will lead a team of highly technical Solutions Support Engineers providing world class support on Wiz products and solutions.
WHAT YOU’LL DO
- Manage, develop, coach and mentor a team of Solutions Support Engineers, who are responsible for resolving complex technical issues and providing a “WOW” 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
- Guide the team through technical training and additional learning and development needs. Ensure successful training and onboarding of new hires
- Drive projects or initiatives to improve team productivity, process or procedure
- Participate in incident and escalation retrospectives and reduce the number of escalations over time. Provide escalation insights, trends, drivers, and statistics to support leadership
- Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary
- Design and implement solutions that scale the support offering through automations
- Coordinate with Technical Account Managers to address any technical issues impacting a customer's success
- Achieve team goals for technical articles or knowledge base including both internal and customer-facing to ensure a better customer support experience
- Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business
- The right person will be highly technical, analytical, and have experience managing technical teams. In addition, this person will have a record of driving projects to improve support-related processes and the technical support experience and be passionate about the growth and success of Wiz customers
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 experience in managing support engineering teams in high-paced operations environment for a highly technical suite of products
- 7+ years of hands-on, technical experience in customer support, technical support, system administration, software development, devops, or site reliability
- A minimum of 3+ year experience with Cloud technologies (Azure, AWS, GCP)
- Experience in reading or debugging code in one language. Examples would include: Java, Python, Shell, JavaScript, Rust, Go
- 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
- 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 graph, relational, and non-relational databases
- Experience managing a highly technical escalations tier
