• Ticket Triage: Review and categorize incoming support tickets, assess priority and severity, and route them to the appropriate team member or queue. • First Response: Send timely, clear, and professional initial responses to customers, acknowledging their issue and setting expectations on next steps. • Queue Management: Monitor the support queue throughout the day to ensure tickets are moving forward and nothing is stalled or missed. • Issue Documentation: Capture detailed notes on each ticket, including steps to reproduce, customer environment details, and any troubleshooting already attempted. • Escalation Coordination: Identify tickets that require engineering or product involvement and escalate with full context so handoffs are seamless. • Follow-Up: Track open tickets and proactively follow up with customers and internal team members to keep issues moving toward resolution. • Process Improvement: Flag recurring issues or patterns in the queue and surface them to the team to inform documentation or product fixes. • Knowledge Base Contribution: Help maintain and update internal and customer-facing support documentation based on common questions and resolved tickets.

• Have experience supporting technical customer queries. • Explaining complex concepts in clear, easily understood ways that build customer confidence. • Demonstrate technical competency, empathy, and professionalism in your interactions with customers via email, phone, chat and video conferencing. • Contribute to the Voice of the Customer and document interactions, root causes and issue resolution to help drive product enhancements that improve product supportability, quality and ease of use. • WEAR THE CUSTOMER'S SHOES: Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat. • DRAW THE OWL: Identify ways to improve existing processes and procedures. • BE AN OWNER & BE BOLD: Be the point of escalation for complex issues within support, and escalate to Product and Engineering teams as necessary. • EMPOWER OTHERS: Coach, guide, assist newer members of the Customer Support team with customer issues. • NO SHENANIGANS: Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed.

• Diagnose issues and questions related to the application and its derivatives, and propose solutions. • Create and manage tickets and incidents using ITIL methodology via Jira and Zendesk. • Manage and resolve incidents following ITIL / ITSM standards. • Use database tools to troubleshoot issues (PostgreSQL). • Support the deployment and/or maintenance of tools, resources, new systems, and new tools. • Perform preventive maintenance on systems. • Monitor system health. • Work alongside development and operations teams, using SQL knowledge for analysis and support. • Analyze, execute, and contribute to process improvements. • Perform standardized tasks that require the application of basic techniques. • Propose and develop workarounds for minor day-to-day issues. • Document processes and create technical specifications. • Manage contracts with essential service providers. • Monitor and manage service quality and the fulfillment of SLAs by essential providers. • Monitor the performance of service provider contracts. • Create and maintain technical documentation to facilitate support and onboarding of new users.

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.