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Wiz Solutions Support Engineer EMEA 
United Kingdom, Scotland 
966877721

03.09.2024

As a 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)
  • 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 successAct as an advisor to the customer and handle complex, repeatable, or escalated cases.
  • 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.
  • 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, JSONProficiency 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 toolsExcellent 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