Technical Support Specialist
Sully.ai
CloudFirebase
Senior Manager, Solutions Support Engineering
Wiz
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $168,000 - $231,000 per year
Job Level
Senior
Tech Stack
AWSAzureCloudGoogle Cloud PlatformKubernetes
About the role
- Manage, develop, coach and mentor a team of Solutions Support Engineers, who are responsible for resolving complex technical issues and providing a “WOW” 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
- Guide the team through technical training and additional learning and development needs. Ensure successful training and onboarding of new hires
- Drive projects or initiatives to improve team productivity, process or procedure
- Participate in incident and escalation retrospectives and reduce the number of escalations over time. Provide escalation insights, trends, drivers, and statistics to support leadership
- Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary
- Design and implement solutions that scale the support offering through automations
- Coordinate with Technical Account Managers to address any technical issues impacting a customer's success
- Achieve team goals for technical articles or knowledge base including both internal and customer-facing to ensure 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
- 5+ years of experience in managing support engineering teams in high-paced operations environment for a highly technical suite of products
- 7+ years of hands-on, technical experience in customer support, technical support, system administration, software development, devops, or site reliability
- A minimum of 3+ year experience with Cloud technologies (Azure, AWS, GCP)
- Must have previous experience working with external customers.
- 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
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
technical supportsystem administrationsoftware developmentdevopssite reliabilityCloud technologiesKubernetessystem virtualizationcloud monitoringcloud storage
Soft skills
team managementcoachingmentoringperformance managementcollaborationcustomer advocacyproblem resolutiontrainingprocess improvementcommunication
