Job details

Manager, Support Engineering - job 2 of 2

Get a free resume review

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 13 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.

SUMMARY

As a Solutions Support Engineer Manager, you will be a part of a global team responsible for providing outstanding technical support experience. In this role, you will manage a technical team of up to 8 people and help and enable them to solve 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

Manage, develop, coach and mentor a team of Technical Support Engineers, who are responsible for 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
Ensure successful training and onboarding of new hires
Guide the team through technical-training and additional learning and development needs
Drive projects or initiatives to improve team productivity, process or procedure
Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary
Identify cases that require escalation (either technically or strategically)
Create, maintain, and coordinate incident management requests to product or engineering
Design and implement solutions that scale the support offering through automations
Coordinate with Customer Success Managers to address any technical issues impacting a customer's success
Create technical articles or knowledge base (e.g., edit or create news/ knowledge-based articles) that is internal or customer-facing for a better customer support experience
Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business

WHAT YOU’LL BRING

Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications
1+ years of people management experience
3+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role
A minimum of 1+ year experience with Cloud technologies (Azure, AWS, GCP)
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
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
Familiar with security frameworks or tools
Excellent organizational and project management skills
Fast learner, natural curiosity, and love of technology

NICE TO HAVE

Experience with DevOps technologies
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 relational databases

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.

Wiz is on a mission to build a special company. To achieve our goal, we are focused on hiring Wizards with different backgrounds, perspectives, and experiences.

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. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

By submitting your application, you acknowledge that Wiz will process your personal data in accordance with Wiz's Privacy Policy.

Average salary estimate

$110000 / YEARLY (est.)

min

max

$90000K

$130000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Manager, Support Engineering, Wiz, Inc.

Join Wiz, the game-changer in cloud security, as a Manager, Support Engineering! We're all about innovation and empowering businesses to thrive while maximizing their cloud potential. With a remarkable track record of securing cloud environments for over 45% of the Fortune 100, you’ll be part of a vibrant, diverse team that works collaboratively across 13 countries to protect our customers' infrastructure. In this pivotal role, you'll manage a talented team of up to 8 Technical Support Engineers, guiding and mentoring them through their challenges while ensuring they deliver top-notch technical support. Your responsibilities will range from driving productivity improvements and overseeing comprehensive training programs to handling high-priority escalations and customer interactions. Plus, you'll have the unique opportunity to design solutions that scale our support processes through automation. With experience in cloud technologies and a knack for problem-solving, you’ll fit right in, as we focus on creating secure cloud environments that enable the best companies to move swiftly and effectively. If you're passionate about technology and eager to influence our journey, this is your moment to shine at Wiz in one of our dynamic locations: Austin, Dallas, Denver, Los Angeles, Portland, San Francisco Bay Area, or Seattle!

Frequently Asked Questions (FAQs) for Manager, Support Engineering Role at Wiz, Inc.

What are the responsibilities of a Manager, Support Engineering at Wiz?

As a Manager, Support Engineering at Wiz, you'll oversee a team of Technical Support Engineers, ensuring they deliver exceptional service to our customers. You'll manage team performance, facilitate training, guide team members through technical challenges, and drive projects that enhance productivity. Additionally, you'll collaborate with internal teams to resolve escalations and design innovative solutions that improve our support offerings through automation.