Manager, Solutions Support Engineering

What You'll Do

• Manage, develop, coach and mentor a team of Technical Support Engineers responsible for technical customer support 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.
• Ensure successful training and onboarding of new hires.
• Guide the team through technical-training and additional learning and development needs.
• Drive projects or initiatives to improve team productivity, process or procedure.
• Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary.
• 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 success.
• 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

• Technical Leadership: 1+ years managing external technical support teams in a SaaS environment while serving as the hands-on, ultimate escalation anchor.
• AI & Automation: Track record of writing scripts or building tools using AI APIs to automate operational workflows.
• Cloud Infrastructure: 5+ years of hands-on experience deploying and maintaining AWS, Azure, or GCP infrastructure.
• Kubernetes & Virtualization: Direct experience configuring and troubleshooting Kubernetes clusters and virtualized environments.
• Security & Monitoring: Practical experience managing hybrid-cloud identity, security protocols, and monitoring/logging pipelines.

Candidates must meet EAR part 772 and ITAR 120.15 definition of a U.S. person and reside in the contiguous United States.