Wiz

Escalation Expert

Wiz

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

SeniorLead

Tech Stack

CloudCyber SecurityDNSGoGraphQLJavaJavaScriptLinuxPython

About the role

  • Take ownership of our most challenging customer technical problems, performing deep-dive troubleshooting and analysis to drive them to resolution.
  • Proactively identify potential escalations and serve as the customer's advocate, ensuring their most difficult technical challenges influence product and engineering roadmaps.
  • Author and publish technical troubleshooting content, such as knowledge base articles and guides, for both internal team enablement and external customer use.
  • Lead the development of internal tools and processes for your specific product area, and champion their adoption within our technical teams.
  • Participate in an on-call rotation for critical escalations and to support internal tooling.

Requirements

  • Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or equivalent industry experience and certifications.
  • 7+ years of hands-on, technical experience in a senior customer-facing role such as Escalation Engineer, Senior Technical Support, or a related field.
  • A minimum of 3+ years of in-depth experience with a major cloud platform.
  • Proven experience in reading, debugging, and writing code in at least one high-level programming language (e.g., Python, Go, Java, Shell, JavaScript).
  • Proficiency in using Git and source code management systems for code collaboration.
  • Proficiency with REST APIs or GraphQL.
  • Proficiency with command-line tools and Linux operating system environments.
  • A fast learner with a natural curiosity, a passion for technology, and the ability to work independently.
  • A deep understanding of web technologies (e.g., HTTP, HTML, DNS).
  • Experience leveraging AI tools to increase task efficiency.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
PythonGoJavaShellJavaScriptGitREST APIsGraphQLLinuxweb technologies
Soft Skills
problem-solvingcustomer advocacycommunicationleadershipindependencecuriositytechnical writingcollaborationadaptabilityfast learning
Certifications
Bachelor's degree in Computer ScienceBachelor's degree in CybersecurityBachelor's degree in EngineeringBachelor's degree in MathematicsBachelor's degree in Information Systems