# Manager, Solutions Support Engineering

**Company:** [Wiz](https://hotfix.jobs/companies/wiz)
**Location:** Remote
**Role:** Support Engineering
**Experience:** 5+ years
**Skills:** AWS, Microsoft Azure, GCP, Kubernetes, Virtualization, Ai Apis, Cloud Identity, Security Protocols, Monitoring, Logging
**Posted:** 2026-09-08

> Leads a technical support engineering team, owns escalations and performance management, and builds scalable automation for customer support. Requires 5+ years managing cloud infrastructure, Kubernetes expertise, and at least 1 year leading external SaaS support teams.

## Job Description

## Responsibilities
- Manage, develop, coach, and mentor a team of Technical Support Engineers.
- Own team accountability and performance, including performance reviews, performance plans, and employee-relations matters.
- Train and onboard new hires; guide technical training and development.
- Drive projects and initiatives that improve team productivity, processes, and procedures.
- Collaborate with internal teams and customers on high-priority technical escalations.
- Identify cases requiring technical or strategic escalation and coordinate incident-management requests with product or engineering teams.
- Design and implement automation solutions that scale the support offering.
- Partner with Customer Success Managers on technical issues affecting customer success.
- Create and maintain internal and customer-facing technical documentation and knowledge-base articles.
- Advocate for customers and drive timely resolution by understanding their environments, networks, and business impact.

## Requirements
- Native Brazilian Portuguese speaker with excellent spoken and written English.
- Ability to work 10:00 a.m. to 7:00 p.m. BRT.
- At least 1 year of experience managing external technical support teams in a SaaS environment while serving as a hands-on escalation point.
- At least 5 years of hands-on experience deploying and maintaining AWS, Azure, or Google Cloud infrastructure.
- Experience configuring and troubleshooting Kubernetes clusters and virtualized environments.

## Nice to have
- Experience writing scripts or building tools with AI APIs to automate operational workflows.
- Experience managing hybrid-cloud identity, security protocols, and monitoring and logging pipelines.

## Compensation
- No compensation information provided.

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