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

Requirements

Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications
1+ years of people management experience preferably on a support engineering team.
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
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

Benefits

Medical, dental and vision insurance
Home Office Setup reimbursement
Flexible Spending Accounts
Monthly Connectivity reimbursement
Employee Assistance Program (EAP)
Short- and Long-term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan (with employer match)
Flexible paid time off + 11 paid holidays
Paid leave programs, including parental, pregnancy health, medical and bereavement leave

Applicant Tracking System Keywords

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

Hard Skills & Tools

Cloud technologiesJavaPythonShellJavaScriptJSONKubernetessystem administrationcloud monitoringcloud storage

Soft Skills

team managementcoachingmentoringperformance managementcollaborationproblem-solvingcustomer advocacytrainingcommunicationescalation management

Certifications

Bachelor's degree in Computer ScienceBachelor's degree in CybersecurityBachelor's degree in EngineeringBachelor's degree in MathematicsBachelor's degree in Information Systems