AI-First Solutions Support Engineering Manager

Wiz; Northern (KY); Hybrid; USD 177,000 - 242,000; Full time

Job summary

Wiz is seeking a Manager, Solutions Support Engineering - East to lead a global team of Technical Support Engineers and drive an outstanding support experience for customers securing cloud and AI applications.

You will mentor engineers, own escalations, coordinate with product and engineering, and build scalable automation to improve incident response while aligning with AI-first initiatives.

Qualifications

• 1+ years managing external technical support teams in a SaaS environment.
• 5+ years of hands-on experience deploying and maintaining AWS, Azure, or GCP infrastructure.
• Direct experience configuring and troubleshooting Kubernetes clusters and virtualized environments.
• Candidates must meet EAR part 772 and ITAR 120.15 definition of a U.S. person and reside in the contiguous United States.

Responsibilities

• 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 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.

Skills

External tech support management

Cloud infrastructure (AWS/Azure/GCP)

Kubernetes exposure

U.S. person per EAR/ITAR compliance

Tools

Kubernetes

Claude Code

Job description

Wiz is seeking a Manager, Solutions Support Engineering - East to lead a global team of Technical Support Engineers and drive an outstanding support experience for customers securing cloud and AI applications.

You will mentor engineers, own escalations, coordinate with product and engineering, and build scalable automation to improve incident response while aligning with AI-first initiatives.