Senior Solutions Support Engineer - US East

Overview

Senior Solutions Support Engineer on a global technical support team, troubleshooting customer technical issues within the Wiz product and scaling the support offering through automation.

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 need

• Must be comfortable working 9-6 EST/EDT.
• 7+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role.
• A minimum of 3+ years of experience with Cloud technologies (Azure, AWS, GCP).
• 2+ years of hands-on experience with Kubernetes (AKS/GKS/EKS etc..).
• 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.
• 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 reside in the contiguous United States.

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).

Details

• Location: Remote, USA.
• Full-time position.
• Working hours 9-6 EST/EDT; participation in on-call rotation for after-hours, holiday and weekend coverage.
• No visa sponsorship offered; applicants must have the legal right to work in the country where the position is based.