Manager, Support Engineering

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

📋 Description

• Oversee, develop, coach, and mentor a team of Solutions Support Engineers who are tasked with resolving intricate technical challenges and delivering an exceptional "WOW" technical customer support experience within the Wiz product.

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

• Lead the team through technical training and identify additional learning and development requirements. Ensure effective training and onboarding processes for new hires.

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

• Engage in incident and escalation retrospectives to minimize the frequency of escalations over time. Provide insights, trends, drivers, and statistics related to escalations to support leadership.

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

• Design and implement scalable solutions for support offerings through automation.

• Collaborate with Technical Account Managers to resolve any technical issues affecting customer success.

• Meet team objectives for producing technical articles or knowledge base entries, both for internal and customer-facing purposes, to enhance the overall customer support experience.

• Act as a customer advocate to ensure timely resolutions of reported issues, understanding the environment/network and its impact on business operations.

• The ideal candidate will possess strong technical and analytical skills, have experience in managing technical teams, and demonstrate a record of improving support-related processes and the technical support experience, while being passionate about the growth and success of Wiz customers.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or equivalent industry experience and certifications.

• Minimum of 5 years of experience in managing support engineering teams within a fast-paced operational environment for a highly technical product suite.

• At least 7 years of hands-on technical experience in customer support, technical support, system administration, software development, DevOps, or site reliability.

• A minimum of 3 years of experience with Cloud technologies (Azure, AWS, GCP).

• Proficient in reading or debugging code in at least one programming language, such as Java, Python, Shell, JavaScript, Rust, or Go.

• Skilled in using command-line tools and navigating Linux operating system environments.

• Familiarity 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.

• Knowledge of security frameworks or tools.

• Exceptional organizational and project management capabilities.

• Quick learner with a natural curiosity and a passion for technology.

🏝️ Benefits

• N/A