Manager, Solutions Support Engineering

📋 Description

• Lead, develop, coach, and mentor a team of Technical Support Engineers responsible for delivering a superior technical customer support experience within the Wiz product.

• Assume ownership of your team's accountability and performance by collaborating closely with upper management to facilitate performance reviews, create performance plans, and address any employee relations matters concerning your direct reports.

• Ensure the effective training and onboarding of new employees.

• Provide guidance to the team regarding technical training and additional learning and development requirements.

• Propel projects or initiatives aimed at enhancing team productivity and refining processes or procedures.

• Work in partnership with internal teams and customers on high-priority escalations, serving as a resource to assist team members in resolving issues as needed.

• Pinpoint cases that necessitate escalation, whether technically or strategically.

• Establish, maintain, and coordinate incident management requests directed at product or engineering teams.

• Design and execute solutions that enhance the support offering through automation.

• Collaborate with Customer Success Managers to tackle any technical challenges that may affect a customer's success.

• Develop technical articles or knowledge base content (e.g., edit or create news/knowledge-based articles) for internal or customer-facing use, aimed at improving the customer support experience.

• Advocate for customers to ensure timely resolution of reported issues, while understanding the environment/network and its impact on business.

⛳️ Requirements

• Proven experience with AI technologies and a history of utilizing AI to develop tools or scripts that streamline workflows and address operational challenges.

• Over 1 year of experience managing external technical support teams.

• More than 5 years of hands-on technical experience in customer support, technical support, system administration, or a related customer-facing role.

• At least 5 years of experience with Cloud technologies (e.g., Azure, AWS, GCP).

• Familiarity with Kubernetes, system virtualization, on-premises and/or hybrid cloud computing, cloud identity and security systems, cloud monitoring and logging, along with local and cloud storage solutions.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Home Office Setup reimbursement.

• Flexible Spending Accounts.

• Monthly Connectivity reimbursement.

• Employee Assistance Program (EAP).

• Short- and Long-term Disability Insurance.

• Life & Accident Insurance.

• 401(k) Retirement Savings Plan (with employer match).

• Flexible paid time off plus 11 paid holidays.

• Paid leave programs, including parental, pregnancy health, medical, and bereavement leave.