Senior Solutions Support Engineer

What You'll Do

• Provide 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.

What You'll Bring

• Must be comfortable working 9-6 EST/EDT.
• 7+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role.
• A minimum of 3+ years experience with Cloud technologies (Azure, AWS, GCP).
• 2+ years of hands-on experience with Kubernetes (AKS/GKE/EKS etc.).
• 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.

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).