SUMMARY

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

WHAT YOU’LL BRING

• Technical Leadership: 1+ years managing external technical support teams in a SAAS enviornment while serving as the hands-on, ultimate escalation anchor.

• AI & Automation: Track record of writing scripts or building tools using AI APIs to automate operational workflows.

• Cloud Infrastructure: 5+ years of hands-on experience deploying and maintaining AWS, Azure, or GCP infrastructure.

• Kubernetes & Virtualization: Direct experience configuring and troubleshooting Kubernetes clusters and virtualized environments.

• Security & Monitoring: Practical experience managing hybrid-cloud identity, security protocols, and monitoring/logging pipelines.

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.