Role Description 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. Qualifications - 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 APIs 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 - Medical, dental and vision insurance. - Home Office Setup reimbursement. - Flexible Spending Accounts. - Monthly Connectivity reimbursement. - Employee Assistance Program (EAP). - Short- and Long-term Disability Insurance. - Life & Accident Insurance. - 401(k) Retirement Savings Plan (with employer match). - 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. 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. Equal Opportunity Employer 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.

• Provide customer support across multiple channels, including tickets, chat, email, and online meetings. • Collaborate with L2 support teams to identify and implement effective solutions. • Troubleshoot WhatsApp API-related issues and resolve technical problems. • Guide partners and clients in navigating the WhatsApp Business ecosystem. • Communicate with WhatsApp / Meta representatives. • Work closely with LATAM onboarding and commercial teams.

• Work directly with customers to complex Salesforce/Litify issues and answer technical questions • Debug complex issues and be able to quickly discern between configuration issues, product bugs, and Salesforce platform bugs • Reproduce issues in Salesforce sandboxes and demo orgs • Identify potential product bugs and provide all relevant information (issue detail, steps to reproduce, etc.) to Litify Tier 2 Support • Work closely with Customer Success Managers to collaborate on potential solutions and next steps • Perform basic configuration changes in Salesforce (Modify Permissions, Update Records, Tweak Automations [Flows, etc.]) • Participate in special projects such as providing support for products in beta • Develop knowledgebase articles and video walkthroughs for the Litify Community • Contribute to Support Engineering’s culture of collaboration, continuous improvement, and positivity

• Design, implementation, administering, and using: Google Workplace; MDM system for: MacOS, iOS; Password manager system. • Preparation of instructions and documentation for team and company employees • Transferring knowledge, mentoring and coaching team members and our employees • Problem-solving & incident investigation • Administrating and using many different external saas services • Administration of access to systems • Management of the company’s IT assets • Remote support for employees with hardware and software issues