Senior Manager, Solutions Support Engineering, US-Central
Come join the company that is reinventing cloud security and empowering businesses to thrive in the cloud. As the fastest-growing startup ever, Wiz is on a mission to help organizations secure cloud environments that will accelerate their businesses. Trusted by security teams all over the world, we have a proven track record of success and a culture that values world-class talent.
Our Wizards from over 20 countries work together to protect the infrastructure of our hundreds of customers, including over 45% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but it’s still early enough for you to make a significant impact. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our record growth. Come join our team and help us create secure cloud environments that allow the best companies to move faster.
This role is remote but you must be located in the CST timezone.
SUMMARY
As a Senior Manager, Support Engineering, you will be a part of a global team responsible for providing outstanding technical support experience. In this role, you will lead a team of highly technical Solutions Support Engineers providing world class support on Wiz products and solutions.
Our customer facing engineers resolve complex technical issues ranging from platform connectivity across customer cloud infrastructure, to multi-dimensional correlational querying of actionable context created and stored in the graph, to lightweight agents deployed on Linux hosts and in Kubernetes clusters to provide real-time visibility and monitoring.
You will develop a team of subject matter experts and help enable them to manage and solve complex technical escalations, answer and document questions from the field, create tools and automations to help scale our support offering, and work closely with our Product Management and Engineering teams to ensure an excellent customer experience with new and existing products and features.
WHAT YOU’LL DO
- Manage, develop, coach and mentor a team of Solutions Support Engineers, who are responsible for resolving complex technical issues and providing a “WOW” technical customer support experience 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
- Guide the team through technical training and additional learning and development needs. Ensure successful training and onboarding of new hires
- Drive projects or initiatives to improve team productivity, process or procedure
- Participate in incident and escalation retrospectives and reduce the number of escalations over time. Provide escalation insights, trends, drivers, and statistics to support leadership
- Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary
- Design and implement solutions that scale the support offering through automations
- Coordinate with Technical Account Managers to address any technical issues impacting a customer's success
- Achieve team goals for technical articles or knowledge base including both internal and customer-facing to ensure a better customer support experience
- Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business
- The right person will be highly technical, analytical, and have experience managing technical teams. In addition, this person will have a record of driving projects to improve support-related processes and the technical support experience and be passionate about the growth and success of Wiz customers
WHAT YOU’LL BRING
- 5+ years of experience in managing support engineering teams in high-paced operations environment for a highly technical suite of products
- 7+ years of hands-on, technical experience in customer support, technical support, system administration, software development, devops, or site reliability
- A minimum of 3+ year experience with Cloud technologies (Azure, AWS, GCP)
- Must have previous experience working with external customers.
- 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
NICE TO HAVE
- 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 graph, relational, and non-relational databases
- Experience managing a highly technical escalations tier
Benefits
Wiz offers a competitive package of benefits and programs to support you and your family. Below provides a description of our current benefits for employees in the US. Specific benefits may vary by location.
Health & Welfare Benefits
- Medical, dental and vision insurance
- Home Office Setup reimbursement
- Flexible Spending Accounts
- Monthly Connectivity reimbursement
- Employee Assistance Program (EAP)
Financial Benefits
- Short- and Long-term Disability Insurance
- Life & Accident Insurance
- 401(k) Retirement Savings Plan (with employer match)
Time Off
- Flexible paid time off + 11 paid holidays
- Paid leave programs, including parental, pregnancy health, medical and bereavement leave
Compensation
Starting compensation will be determined based on various factors, including but not limited to, the candidate's job-related experience, skills and geographic location. Your Talent Partner can share more about the specific salary range during the hiring process.
This role is eligible to participate in Wiz’s equity plan and may also include incentive compensation.
The annual base salary range for this full-time position is listed below.
Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship. This role does not offer visa sponsorship.
Wiz is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.
By submitting your application, you acknowledge that Wiz will process your personal data in accordance with Wiz's Privacy Policy.
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