Senior Escalation Engineer

Cacheflow; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Wiz is seeking an Escalation Expert to join the CTO team and help customers resolve complex security and cloud-native issues. You will dive deep into technical problems, influence product roadmaps, and contribute to internal tooling with a focus on AI-powered diagnostics.

You will own high-priority escalations, write troubleshooting content, participate in on-call rotations, and collaborate with engineering, product, and customer-success teams to drive improvements.

Qualifications

• Bachelor's degree or equivalent in CS, Cybersecurity, Engineering, Math, Information Systems, or related field.
• 7+ years in senior customer-facing tech roles (Escalation Engineer, Senior Tech Support, etc.).
• 3+ years with a major cloud platform.
• Proficient with Python/Go/Java/Shell/JavaScript.
• Experience with Git and source control.
• Experience with REST APIs or GraphQL.
• Proficient with Linux/CLI.
• Ability to work independently and learn quickly.
• Strong understanding of web tech (HTTP, HTML, DNS).
• Experience using AI tools to improve efficiency.

Responsibilities

• Own the most challenging customer technical problems and drive to resolution.
• Identify escalations early and influence product/engineering roadmaps.
• Create and publish technical troubleshooting content for internal and external use.
• Lead development of internal tools and processes for your product area.
• Participate in on-call rotations for critical escalations.

Skills

Senior escalation expertise

Cloud security

Code debugging in high-level languages

Python

Go

Rest APIs/GraphQL

Git

Linux/CLI

AI tooling

Cross-functional collaboration

Education

Bachelor's degree or equivalent experience

Tools

Git

Kubernetes

Terraform

Job description

Come join the organization that is redefining security for the AI era. As one of the fastest-growing startups ever, we enable teams to secure cloud and AI applications by connecting code, cloud, and runtime into a single shared context. Trusted by security teams all over the world, we have a proven track record of success and a culture that values world‑class talent. Not to mention, we’re now powered by Google, meaning we offer our customers an AI‑powered platform that harnesses Google’s Threat Intelligence and Security Operations to better detect, prevent, and respond to threats across all environments, allowing for further innovation.

Our Wizards from all over the globe work together to protect the infrastructure of our customers, including over 65% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re honored to be a leading player in a massive and growing market, and we continue to look for exceptional Wizards who are eager to make a significant impact on our team. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our momentous growth. Come join our team and help us create secure cloud environments that allow even the best companies to move faster, all while having some fun!

Minimum qualifications

• Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or equivalent industry experience and certifications.
• 7+ years of hands-on, technical experience in a senior customer-facing role such as Escalation Engineer, Senior Technical Support, or a related field.
• A minimum of 3+ years of in-depth experience with a major cloud platform.
• Proven experience in reading, debugging, and writing code in at least one high-level programming language (e.g., Python, Go, Java, Shell, JavaScript).
• Proficiency in using Git and source code management systems for code collaboration.
• Proficiency with REST APIs or GraphQL.
• Proficiency with command-line tools and Linux operating system environments.
• A fast learner with a natural curiosity, a passion for technology, and the ability to work independently.
• A deep understanding of web technologies (e.g., HTTP, HTML, DNS).
• Experience leveraging AI tools to increase task efficiency.

Preferred qualifications

• Experience with DevOps technologies and CI/CD pipelines.
• Experience with Kubernetes and Container technologies.
• Experience with Infrastructure as Code (IaC) technologies such as Terraform.
• Proficiency with SQL for data analysis and the proven ability to independently create dashboards and datasets to drive insights.
• Experience with relational and NoSQL databases.
• Previous experience in a role within a CTO organization or a similar strategic technical team.

About the job

We’re looking for an Escalation Expert to join the CTO team and spread the power of Wiz. In this role, your primary responsibility is to proactively identify, analyze, and resolve complex customer issues and recurring technical patterns and be a pivotal link between our customers and our core engineering and product teams. You will delve deep into challenging technical problems, provide critical feedback to shape the future of our product, and actively contribute to the development of our internal tooling, with a strong focus on leveraging AI to enhance our capabilities.

Responsibilities

• Take ownership of our most challenging customer technical problems, performing deep-dive troubleshooting and analysis to drive them to resolution.
• Proactively identify potential escalations and serve as the customer’s advocate, ensuring their most difficult technical challenges influence product and engineering roadmaps.
• Author and publish technical troubleshooting content, such as knowledge base articles and guides, for both internal team enablement and external customer use.
• Lead the development of internal tools and processes for your specific product area, and champion their adoption within our technical teams.
• Participate in an on-call rotation for critical escalations and to support internal tooling.

Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship. This role does not offer visa sponsorship.

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.

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