AI-First Solutions Support Engineering Manager

Wiz, Inc.; United States; À distance; USD 35 000 - 47 000; Plein temps

Résumé du poste

Wiz, Inc. is hiring a Solutions Support Engineer Manager in São Paulo to lead a global technical support team. You will manage engineers performing debugging, networking, system administration, and knowledge base updates to deliver an outstanding customer experience.

The role requires active use of AI tools and a hands-on approach to scale our support with automation and strong customer advocacy. English fluency and Brazilian residency are essential.

Qualifications

• Native Brazilian speaker with excellent command of English, both spoken and written.
• Must be comfortable working 10am to 7pm BRT.
• 1+ years of experience managing external technical support teams in a SaaS environment while serving as the hands-on, ultimate escalation anchor.
• 5+ years of hands-on experience deploying and maintaining AWS, Azure, or GCP infrastructure.
• Direct experience configuring and troubleshooting Kubernetes clusters and virtualized environments.

Responsabilités

• 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.

Connaissances

Kubernetes

English proficiency

Team management

SaaS experience

Problem solving

Outils

AWS

Azure

GCP

Kubernetes

Description du poste

Wiz, Inc. is hiring a Solutions Support Engineer Manager in São Paulo to lead a global technical support team. You will manage engineers performing debugging, networking, system administration, and knowledge base updates to deliver an outstanding customer experience.

The role requires active use of AI tools and a hands-on approach to scale our support with automation and strong customer advocacy. English fluency and Brazilian residency are essential.