Senior Escalation Engineer - AI Security & Cloud

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

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.