Job details

Senior Solutions Support Engineer

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 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

Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications
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)
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
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
Familiar with security frameworks or tools
Excellent organizational and project management skills
Fast learner, natural curiosity, and love of technology

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.

If your experience is close but doesn’t fulfill all requirements, please apply. 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.)

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$90000K

$130000K

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What You Should Know About Senior Solutions Support Engineer, Wiz, Inc.

Join Wiz, the fastest-growing startup ever, as a Senior Solutions Support Engineer and help redefine cloud security! At Wiz, we empower businesses globally to thrive in the cloud, having already secured over 230 billion files daily for leading organizations, including more than 45% of the Fortune 100. In this fully remote position based in the USA, you will be a key player in our global team, providing exceptional technical support to our customers. Bask in the variety of tasks including troubleshooting technical issues, collaborating across teams, and using your expertise in coding to enhance our support offerings. You will have the chance to own and solve customer challenges while mentoring your peers and elevating support processes. With your background in customer technical support and hands-on experience with cloud technologies, you'll play a pivotal role in creating innovative solutions that boost our customer experience. Join us in our mission to build secure cloud environments that empower businesses to operate efficiently. If you're a tech-savvy individual who enjoys problem-solving and possesses a love for technology, we can't wait to work with you!

Frequently Asked Questions (FAQs) for Senior Solutions Support Engineer Role at Wiz, Inc.

What are the primary responsibilities of a Senior Solutions Support Engineer at Wiz?

As a Senior Solutions Support Engineer at Wiz, your primary responsibilities will include providing exceptional technical support experiences, troubleshooting customer technical issues, and owning the resolution process using your expertise in coding and debugging. You'll also mentor your teammates, generate training content, and coordinate incident management requests to product or engineering. This role is crucial in maintaining high levels of customer satisfaction.