Senior Solutions Support Engineer - US East

SUMMARY  

As a Senior Solutions Support Engineer, you will be a part of a global team responsible for providing outstanding technical support experience. In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, creating solutions for customers while scaling our support offering using coding and scripting. 

 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 BRING  

• 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+ year 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  

 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) 

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 that they reside in the contiguous United States.