Solutions Support Engineer, Weekend 2nd shift, US-APAC

SUMMARY 

As a 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) 
• Create, maintain, and coordinate incident management requests to product or engineering 
• Design and implement solutions that scale the support offering through automation 
• Participate in on-call rotation for after-hours, holiday, and weekend support coverage
• This is a 2nd shift position and the schedule is Friday - Tuesday, 7pm - 4am ET 

 WHAT YOU'LL BRING 

• Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications. 
• 2+ 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
• Proficiency with command-line tools and Linux operating system environments
• 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
• Excellent organizational and project management skills
• Fast learner, natural curiosity, and love of technology 

 NICE TO HAVE

• Experience with DevOps technologies 
• Familiar with REST APIs or GraphQL 
• Knowledge of basic web technologies (e.g., HTTP, HTML, DNS) 
• Understanding of networking fundamentals (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing) 
• Understanding of relational databases 

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.