Role Description We’re looking for a Remote Technical Support Analyst who loves solving problems and providing exceptional customer experiences. You’ll be the first line of technical assistance for our clients, helping troubleshoot issues, guiding users, and ensuring smooth operation of our systems. If you enjoy helping people and making technology work for them, this role is perfect for you. Key Responsibilities - Respond to technical inquiries via email, chat, and phone in a timely and professional manner. - Troubleshoot software, hardware, and network issues for clients or internal teams. - Document incidents, solutions, and knowledge base articles to improve support processes. - Collaborate with engineering and IT teams to escalate and resolve complex technical issues. - Maintain a positive and proactive approach to customer service. - Identify recurring technical problems and suggest process improvements. Qualifications - Proven experience in technical support, IT helpdesk, or related roles. - Strong problem-solving skills and ability to troubleshoot technical issues remotely. - Excellent verbal and written communication skills. - Familiarity with Windows, Mac, and common business software. - Knowledge of networking, cloud services, or SaaS platforms is a plus. - Comfortable working independently in a remote environment and managing multiple priorities. Benefits - Fully remote role with flexible scheduling. - A collaborative, supportive, and fun team culture. - Opportunities for growth and professional development. - Competitive salary and benefits package.

• Deploy and manage streaming hardware, including Edge Encoders and GPIO-based workflows. • Configure and support SCTE-104/35 metadata insertion systems (e.g., Middleman, Crystal) • Provide Tier-2 support for streaming issues escalated from the Digital Support team. • Support Connected TV (CTV) Desk operations including VMIX integration and automation tools. • Monitor and troubleshoot FAST and Direct-To-Consumer (DTC) distribution systems. • Support various Master Control Systems and traditional broadcast systems. • Assist in the rollout of new Streaming infrastructure projects and initiatives.

• Manage, develop, coach and mentor a team of Solutions Support Engineers, who are responsible for resolving complex technical issues and providing a “WOW” 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 • Guide the team through technical training and additional learning and development needs. Ensure successful training and onboarding of new hires • Drive projects or initiatives to improve team productivity, process or procedure • Participate in incident and escalation retrospectives and reduce the number of escalations over time. Provide escalation insights, trends, drivers, and statistics to support leadership • Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary • Design and implement solutions that scale the support offering through automations • Coordinate with Technical Account Managers to address any technical issues impacting a customer's success • Achieve team goals for technical articles or knowledge base including both internal and customer-facing to ensure a better customer support experience • Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business • The right person will be highly technical, analytical, and have experience managing technical teams. In addition, this person will have a record of driving projects to improve support-related processes and the technical support experience and be passionate about the growth and success of Wiz customers.

• Act as the first point of contact for customer support inquiries, resolving common customer issues related to API usage, onboarding, authentication, integration, and billing. • Escalate issues to L2/L3 support or engineering while maintaining accurate ticket status, reproduction steps, and logs. • Identify recurring questions and contribute improvements to documentation, FAQs, and onboarding materials. • Write technical content on occasion, including tutorials, how-to guides, and blog posts that help developers get the most out of our APIs. • Help manage and grow our online developer communities (Slack, Reddit, etc.) by answering questions and surfacing feedback.