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Manager, Solutions Support Engineering

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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:
Employment contract

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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 an outstanding technical support experience. In this role, you will manage a technical team of highly skilled engineers and help enable them solve technical problems for customers with a mix of debugging, networking, system administration, and updating documentation.You are expected to be an AI-first leader, not only familiar with AI but actively using and building with it to scale our support offering. You will lead by example, using tools like Claude Code to build out advanced support models and internal tools.

Job Responsibility:

  • Manage, develop, coach and mentor a team of Technical Support Engineers
  • Act as the owner for your team’s accountability and performance
  • 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:

  • Experience with AI technologies and a track record of using AI to create tools or scripts to streamline workflows and solve operational challenges
  • 1+ years of experience managing external technical support teams
  • 5+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role
  • 5+ year experience with Cloud technologies (Azure, AWS, GCP)
  • 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
  • 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

Nice to have:

  • Prior experience working for a cloud security organization
  • Familiar with REST API's or GraphQL
  • 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

Additional Information:

Job Posted:
May 16, 2026

Expiration:
July 01, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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