Manager, Escalation Support Engineering

Wiz; United States; Remote; USD 80,000 - 140,000; Full time

Job summary

Join a forward-thinking company that is redefining cloud security and empowering businesses to thrive. As an Escalation Support Engineering Manager, you will lead a talented team, managing complex technical escalations and enhancing the customer support experience. This role offers the opportunity to collaborate with product and engineering teams while driving innovative solutions that scale support offerings. If you are passionate about technology and eager to make a significant impact in a dynamic environment, this is the perfect opportunity for you to shine.

Qualifications

• 5+ years of hands-on technical experience in customer support or development.
• 3+ years of people management experience leading technical teams.

Responsibilities

• Manage and mentor a team of Escalation Engineers for technical support.
• Drive initiatives to improve team productivity and processes.

Skills

People Management

Customer Support

Technical Support

Cloud Technologies

Java

Python

Shell Scripting

JavaScript

Project Management

Organizational Skills

Education

Bachelor's degree in Computer Science

Equivalent industry experience and certifications

Tools

Linux

Kubernetes

Cloud Monitoring Tools

Job description

Come join the company that is reinventing cloud security and empowering businesses to thrive in the cloud. As the fastest-growing startup ever, Wiz is on a mission to help organizations secure cloud environments that will accelerate their businesses. Trusted by security teams all over the world, we have a proven track record of success and a culture that values world-class talent.

Our Wizards from over 13 countries work together to protect the infrastructure of our hundreds of customers, including over 45% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but it’s still early enough for you to make a significant impact. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our record growth. Come join our team and help us create secure cloud environments that allow the best companies to move faster.

SUMMARY

As an Escalation Support Engineering Manager, you will be a part of a global team responsible for providing outstanding technical support experience. In this role, you will manage a highly technical team of subject matter experts of up to 8 people and help enable them to manage and solve complex technical escalations, answer and document questions from the field, create tools and automations to help scale our support offering, and work closely with our Product Management and Engineering teams to ensure an excellent customer experience with new and existing products and features.

WHAT YOU’LL DO

1. Manage, develop, coach and mentor a team of Escalation Engineers, who are responsible for complex technical escalations and technical customer support experience within the Wiz product.
2. 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.
3. Ensure successful training and onboarding of new hires.
4. Guide the team through technical-training and additional learning and development needs.
5. Drive projects or initiatives to improve team productivity, process or procedure.
6. Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary.
7. Create, maintain, and coordinate incident management requests to product or engineering.
8. Design and implement solutions that scale the support offering through automations.
9. Coordinate with Technical Account Managers to address any technical issues impacting a customer's success.
10. 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.
11. Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.

WHAT YOU’LL BRING

1. Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications.
2. 3+ years of people management experience.
3. 5+ years of hands-on, technical experience in customer support, technical support, system administration, software development, devops, or site reliability.
4. A minimum of 3+ year experience with Cloud technologies (Azure, AWS, GCP).
5. Experience in reading or debugging code in one or more of the following: Java, Python, Shell, JavaScript, JSON.
6. Proficiency with command-line tools and Linux operating system environments.
7. 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.
8. Familiar with security frameworks or tools.
9. Excellent organizational and project management skills.
10. Fast learner, natural curiosity, and love of technology.

NICE TO HAVE

1. Familiar with REST API's or GraphQL.
2. Knowledge of basic web technologies (e.g., HTTP, HTML, DNS).
3. Understanding of networking fundamentals (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing).
4. Understanding of relational databases.
5. Experience managing a highly technical escalations tier.

Wiz is on a mission to build a special company. To achieve our goal, we are focused on hiring Wizards with different backgrounds, perspectives, and experiences.

Wiz is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

By submitting your application, you acknowledge that Wiz will process your personal data in accordance with Wiz's Privacy Policy.