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Manager, Solutions Support Engineering - West

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Wiz

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Location:
United States

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

144000.00 - 198000.00 USD / Year
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Job Description:

As a Solutions Support Engineer Manager, you will be a part of a global team responsible for providing outstanding technical support experience. In this role, you will manage a technical team of up to 8 people and help and enable them to solve 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.

Job Responsibility:

  • 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
  • Candidates must meet EAR part 772 and ITAR 120.15 definition of a U.S. person and that they reside in the contiguous United States
  • Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship

Nice to have:

  • Experience with DevOps technologies
  • Familiar with REST API's 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
What we offer:
  • 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
  • Eligible to participate in Wiz’s equity plan and may also include incentive compensation

Additional Information:

Job Posted:
March 27, 2026

Expiration:
May 05, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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