Solutions Support Engineer, US-West

As a Solutions Support Engineer at Wiz, your primary responsibilities will include providing outstanding technical support to our customers, troubleshooting and solving technical issues, and collaborating across teams to escalate cases when necessary. You will also create and maintain incident management requests and develop solutions that enhance our support processes through automation.

To be considered for the Solutions Support Engineer role at Wiz, you should possess a Bachelor's degree in Computer Science, Cybersecurity, or a related field, along with 2+ years of hands-on technical experience in customer support or system administration. Additionally, a minimum of 1 year of experience with cloud technologies such as Azure, AWS, or GCP is required.

Essential skills for the Solutions Support Engineer position at Wiz include familiarity with command-line tools and Linux environments, as well as experience with programming languages like Python, Java, or Shell. Proficiency in cloud technologies, understanding of cloud security frameworks, and excellent organizational skills will also be critical for your success in this role.

Absolutely! At Wiz, we are dedicated to creating a supportive environment for our Wizards to grow and expand their skills. As a Solutions Support Engineer, you will have ample opportunities to take on new challenges, learn more about our advanced technologies, and potentially move into leadership or specialized technical roles as you progress in your career.

The work culture at Wiz is energetic, innovative, and team-oriented. As a Solutions Support Engineer, you will be part of a diverse and inclusive team where collaboration and open communication are highly encouraged. We believe in empowering our employees to think creatively and contribute ideas that drive our mission forward.

In troubleshooting a technical issue, I start by gathering all the necessary details about the problem, including customer input and any error messages. Then, I analyze the situation systematically, verifying each component step by step while maintaining clear communication with the customer. If needed, I collaborate with team members and escalate the case appropriately.

I'm well-versed in both AWS and Azure environments. My experience includes deploying and managing cloud resources, optimizing cloud storage solutions, and ensuring data security compliance. I always stay updated with the latest features and best practices to leverage these platforms effectively for supporting clients.

I have hands-on experience with Python and JavaScript. In my previous roles, I've utilized these languages for scripting automation tasks to scale support processes, such as creating utilities that streamline incident management and system checks.

Success as a Solutions Support Engineer is achieving high customer satisfaction by resolving technical issues efficiently and effectively. This also includes proactively identifying opportunities to improve support processes and establishing strong working relationships with both customers and colleagues.

In a previous role, I encountered a complex issue where a customer's deployment was experiencing significant downtime. I quickly assessed the situation, identified a configuration error, and collaborated with teammates to implement a fix. After restoring service, I took the initiative to create documentation to prevent similar issues in the future.

I rely on a combination of project management tools and prioritization techniques to stay organized. I categorize requests based on urgency and complexity, ensuring that I address high-impact issues first while keeping clear updates for customers on progress.

I dedicate time each week to read industry blogs, attend webinars, and participate in relevant online forums. I also engage with peers in the field to exchange knowledge and stay abreast of emerging trends in cloud security and best practices.

I have significant experience in incident management, where I oversee the logging and follow-up of technical issues. I collaborate with engineering teams to ensure timely escalations and resolve incidents effectively while maintaining communication with stakeholders throughout the process.

When creating support documentation, I focus on clarity and utility. I gather input from customer interactions, prioritize common issues, and write step-by-step resolutions. I also ensure documentation is easily accessible and regularly updated based on feedback and product changes.

Communication is vital in technical support, as it ensures that customers feel heard and informed. I strive to maintain clear, timely updates with clients regarding their issues and foster an open dialogue for any clarifications or additional questions they may have.