# Manager, Solutions Support Engineering - East

**Company:** [Wiz](https://hotfix.jobs/companies/wiz)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $177k – $242k/yr
**Experience:** 5+ years
**Skills:** AWS, Azure, GCP, Kubernetes, virtualization, ai apis, Scripting, hybrid-cloud identity, security protocols, Monitoring, logging, Networking, system administration, Incident Management, technical documentation
**Posted:** 2026-08-13

> Leads and develops a team of Technical Support Engineers providing hands-on escalation support for cloud and SaaS customers. The role requires experience managing technical support teams, deploying cloud infrastructure, troubleshooting Kubernetes and virtualized environments, and building AI-powered automations.

## Job Description

## Minimum Qualifications

- **1+ years** of experience managing external technical support teams in a SaaS environment while serving as the hands-on, ultimate escalation anchor.
- **5+ years** of hands-on experience deploying and maintaining AWS, Azure, or Google Cloud infrastructure.
- Direct experience configuring and troubleshooting Kubernetes clusters and virtualized environments.
- Meet EAR Part 772 and ITAR 120.15 requirements for a U.S. person and reside in the contiguous United States.

## Preferred Qualifications

- Experience writing scripts or building tools using AI APIs to automate operational workflows.
- Practical experience managing hybrid-cloud identity, security protocols, and monitoring/logging pipelines.

## Responsibilities

- Manage, develop, coach, and mentor a team of Technical Support Engineers responsible for the technical customer support experience.
- Own team accountability and performance, partnering with upper management on performance reviews, performance plans, and employee relations matters.
- Ensure successful training and onboarding of new hires.
- Guide technical training and additional learning and development activities.
- Drive projects and initiatives that improve team productivity, processes, and procedures.
- Collaborate with internal teams and customers on high-priority escalations and resolve escalations from team members as needed.
- Identify cases requiring technical or strategic escalation.
- Create, maintain, and coordinate incident management requests with product and engineering teams.
- Design and implement scalable automations for the support organization.
- Coordinate with Customer Success Managers on technical issues affecting customer success.
- Create and maintain internal or customer-facing technical and knowledge-base articles.
- Advocate for customers and timely issue resolution by understanding their environment, network, and business impact.

## Compensation and Benefits

- Full-time compensation includes base salary, bonus, equity, and benefits.
- US base salary range: **$177,000–$242,000 USD**.
- The listed salary range reflects base salary and excludes bonus, equity, and benefits.
- This role does not offer visa sponsorship.

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