Manager, Solutions Support Engineering - East

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 proventrack record of successand 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. SUMMARYAs 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 DOManage, 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 BRINGExperience 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 HAVEPrior experience working for a cloud security organizationFamiliar 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.BenefitsWiz 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 BenefitsMedical, dental and vision insuranceHome Office Setup reimbursementFlexible Spending AccountsMonthly Connectivity reimbursementEmployee Assistance Program (EAP)Financial BenefitsShort- and Long-term Disability InsuranceLife & Accident Insurance401(k) Retirement Savings Plan (with employer match)Time OffFlexible paid time off + 11 paid holidaysPaid leave programs, including parental, pregnancy health, medical and bereavement leaveCompensationStarting compensation will be determined based on various factors, including but not limited to, the candidate'