Senior Escalation Engineer

Wiz, Inc.; United States; Remote; USD 140,000 - 210,000; Full time

Job summary

Wiz, Inc. is hiring an Escalation Expert to join the CTO team and translate complex customer issues into product improvements. You will work to deepen troubleshooting, shape engineering feedback, and help build AI-powered tooling to enhance our security platform.

You will own critical escalations, craft KB content, and contribute to on-call coverage, while collaborating with product and engineering to reduce friction and improve customer outcomes.

Qualifications

• Bachelor's degree in CS, cybersecurity, engineering, or equivalent.
• 7+ years in senior, customer-facing technical roles.
• 3+ years experience with a major cloud platform.
• Git, REST APIs/GraphQL, Linux, and web tech knowledge.
• Ability to work independently and rapidly learn.
• Experience using AI tools to boost efficiency.

Responsibilities

• Take ownership of the most challenging customer technical problems and perform deep-dive troubleshooting to resolution.
• Proactively identify potential escalations and advocate for customers to influence product roadmaps.
• Author and publish technical troubleshooting content for internal and external use.
• Lead development of internal tools and processes for the product area and promote adoption.
• Participate in on-call rotations for escalations and internal tooling support.

Skills

Git & SCM

REST/GraphQL

Linux CLI

Web technologies

AI tooling

Cloud platform

Troubleshooting

Independent work

Education

Bachelor's degree in CS/related

Tools

Kubernetes

Terraform

CI/CD

SQL

NoSQL

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!

• 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.
• 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.

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