• Use SQL applications and tools to run basic SQL queries • Respond to client questions, problems, and work requests on a daily basis • Develop an expertise in company products and services and the initiative to take an active role in sharing this knowledge with customers • Partner with senior level team members as needed to troubleshoot and resolve customer incidents • Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets • Monitor assigned open tickets, contact customers, and update tickets on a timely basis • Provide responsive support to clients during normal shift hours • Complete all daily tasks and projects • Track time daily

• Lead, mentor, and develop a team of Solutions Support Engineering Managers, ensuring a high bar for technical excellence and accountability. • Drive core operational metrics (SLA, CSAT, TTR, Escalation Rates) directly through the application of technical automation and AI enhancements. • Oversee talent strategy, prioritizing the hiring and development of engineers and managers with strong coding, cybersecurity, and AI/ML foundations. • Partner closely with Customer Success and Sales leadership to ensure the delivery of a cohesive, positive end-to-end customer experience with Wiz. • Serve as the ultimate technical backstop for the Americas region, readily diving deep into code, system logs, and architectural designs during critical customer incidents. • Maintain hands-on proficiency with scripting languages (e.g., Python, Bash) and security analysis tools to lead by example in troubleshooting highly complex enterprise environments. • Partner technically with CTO, Product, and R&D, translating complex customer issues and AI-derived technical trends into actionable architectural improvements, feature requests, and bug fixes. • Act as a technical authority during high-severity security incidents and escalations, providing clear, deeply technical communication to C-level enterprise customers. • Architect and directly prototype AI-driven support workflows, building out automated triage scripts, log analysis automations, and intelligent routing mechanisms. • Get hands-on with advanced prompt engineering, LLM fine-tuning for support knowledge bases, and API integrations between AI tools and our core cybersecurity products. • Define and execute the technical roadmap for transitioning the organization from reactive support to predictive, AI-assisted operations. • Train and mentor managers and ICs on advanced technical AI utilization, human-in-the-loop validation, and leveraging AI for rapid root-cause analysis.

• Deliver outstanding technical support via chats and emails, phone calls • Troubleshoot complex technical issues and escalate as needed • Act as the primary technical contact during the life-cycle live events • Escalate incidents clearly, including impact, timeline, and reproduction steps • Use SQL, Grafana, OpenSearch, and other tools to analyze logs, APIs, and errors • Collaborate with R&D, Product, Professional Services, and Account Management teams to enhance the customer experience • Ensure smooth integration, onboarding, and troubleshooting for customer events, while working closely with internal teams

• Troubleshoot and resolve various technical incidents for Acronis' corporate customers • Build and maintain strong relationships with customers and partners • Interact with Engineering and Business departments to resolve complex technical customer issues • Play a part in training and mentoring junior team members • Participate in developing documentation and knowledge base on Acronis' products