Senior Solutions Support Engineer - US East

Come join the organization that is redefining security for the AI era. As one of the fastest-growing startups ever, we enable teams to secure cloud and AI applications by connecting code, cloud, and runtime into a single shared context. Trusted by security teams all over the world, we have a proven track record of success and a culture that values world-class talent. Not to mention, we're now, meaning we offer our customers an AI-powered platform that harnesses Google’s Threat Intelligence and Security Operations to better detect, prevent, and respond to threats across all environments, allowing for further innovation.

Our Wizards from all over the globe work together to protect the infrastructure of our customers, including over 65% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re honored to be a leading player in a massive and growing market, and we continue to look for exceptional Wizards who are eager to make a significant impact on our team. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our momentous growth. Come join our team and help us create secure cloud environments that allow even the best companies to move faster, all while having some fun!

SUMMARY  

As a Senior Solutions Support Engineer, you will be a part of a global team responsible for providing outstanding technical support experience. In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, creating solutions for customers while scaling our support offering using coding and scripting. 

 WHAT YOU’LL DO  

• Responsible for technical customer support experience within the Wiz product   
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams  
• Identify cases that require escalation (either technically or strategically)  
• Serve as the subject matter lead on the core technologies within the Wiz product line, providing unparalleled knowledge and expertise 
• Mentor and coach team members in case management best practices and technical upskilling 
• Gather, collect, collate, generate and publish content, including training material for team members 
• Participate in on-call rotation for after-hours, holiday, weekend support coverage 
• Create, maintain, and coordinate incident management requests to product or engineering  
• Design and implement solutions that scale the support offering through automations  

 WHAT YOU’LL BRING  

• Must be comfortable working 9-6 EST/EDT
• 7+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role  
• A minimum of  3+ year experience with Cloud technologies (Azure, AWS, GCP)  
• 2+ years of hands on experience with Kubernetes (AKS/GKS/EKS etc..) 
• Experience in reading or debugging code in one or more of the following: Java, Python, Shell, JavaScript, JSON  
• Proficiency with command-line tools and Linux operating system environments  

 NICE TO HAVE 

• 3+ years of hands-on Technical Escalation Support experience (in a Tier 2/3 environment), or related customer-facing role 
• 2+ years of experience with deep technical and architectural knowledge for Security, Networking and Cloud technologies (Azure, AWS, GCP) 

Candidates must meet EAR part 772 and ITAR 120.15 definition of a U.S. person (Any individual who is granted U.S. citizenship; or any individual who is granted U.S. permanent residence (green card holder); or any individual who is granted status as a “protected person”) and that they reside in the contiguous United States.