Manager, Solutions Support Engineering - East at Wiz, Inc.

United States

$144k - $198k

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 20 countries work together to protect the infrastructure of our hundreds of customers, including over 50% 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 a Solutions Support Engineer Manager, you will be a part of a global team responsible for providing an outstanding technical support experience. In this role, you will manage a technical team of highly skilled engineers and help enable them solve technical problems for customers with a mix of debugging, networking, system administration, and updating documentation.You are expected to be an AI-first leader, not only familiar with AI but actively using and building with it to scale our support offering. You will lead by example, using tools like Claude Code to build out advanced support models and internal tools. WHAT YOU’LL DO 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 WHAT YOU’LL BRING Experience with AI technologies and a track record of using AI to create tools or scripts to streamline workflows and solve operational challenges. 1+ years of experience managing external technical support teams 5+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role 5+ year experience with Cloud technologies (Azure, AWS, GCP) 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 NICE TO HAVE Prior experience working for a cloud security organization Familiar with REST API's or GraphQL Understanding of networking fundamentals (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing) Understanding of relational databases Candidates must meet EAR part 772 and ITAR 120.15 definition of a U.S. person (Any individual who is granted U.S. citizenship; or any individual who is granted U.S. permanent residence (green card holder); or any individual who is granted status as a “protected person”) and that they reside in the contiguous United States. Benefits Wiz offers a competitive package of benefits and programs to support you and your family. Below provides a description of our current benefits for employees in the US. Specific benefits may vary by location. Health & Welfare Benefits Medical, dental and vision insurance Home Office Setup reimbursement Flexible Spending Accounts Monthly Connectivity reimbursement Employee Assistance Program (EAP) Financial Benefits Short- and Long-term Disability Insurance Life & Accident Insurance 401(k) Retirement Savings Plan (with employer match) Time Off Flexible paid time off + 11 paid holidays Paid leave programs, including parental, pregnancy health, medical and bereavement leave Compensation Starting compensation will be determined based on various factors, including but not limited to, the candidate's job-related experience, skills and geographic location. Your Talent Partner can share more about the specific salary range during the hiring process. This role may also include incentive compensation. The annual base salary range for this full-time position is listed below. US Base Pay Range $144,000—$198,000 USD 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.