• 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.

• 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.