Manager, Solutions Support Engineering

This is a fully remote position, open to applicants in United States.

📋 Description

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

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

• Ensure effective training and onboarding processes for new hires.

• Support the team in technical training and meet additional learning and development requirements.

• Initiate projects or initiatives aimed at enhancing team productivity, processes, or procedures.

• Work alongside internal teams and customers on high-priority escalations, serving as a resource to help resolve issues escalated by team members as needed.

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

• Develop, maintain, and manage incident management requests directed to product or engineering teams.

• Design and implement scalable solutions to enhance the support offering through automation.

• Collaborate with Customer Success Managers to resolve any technical issues that may affect customer success.

• Create and refine technical articles or knowledge base content (e.g., edit or develop news/knowledge-based articles) to improve the customer support experience, both internally and for customers.

• Act as an advocate for customers, ensuring timely resolutions of reported problems while understanding the environment/network and its impact on business operations.

⛳️ Requirements

• Proven experience with AI technologies, including a successful 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 practical, technical experience in customer support, technical support, system administration, or a similar customer-facing role.

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

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

🏝️ Benefits

• Medical, dental, and vision insurance.

• Reimbursement for Home Office Setup.

• 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.