Senior Solutions Support Engineer (EMEA)

at  Wiz Inc

Come join the company that is reinventing cloud security and empowering businesses to thrive in the cloud. As the fastest-growing startup ever, Wiz is on a mission to help organizations secure cloud environments that will accelerate their businesses. Trusted by security teams all over the world, we have a proven track record of success and a culture that values world-class talent.
Our Wizards from over 13 countries work together to protect the infrastructure of our hundreds of customers, including over 45% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but it’s still early enough for you to make a significant impact. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our record growth. Come join our team and help us create secure cloud environments that allow the best companies to move faster.

SUMMARY

As a Senior Solutions Support Engineer, you will be a part of a global team responsible for providing outstanding technical support experience. In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, creating solutions for customers while scaling our support offering using coding and scripting.

• Responsible for technical customer support experience within the Wiz product
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams
• Identify cases that require escalation (either technically or strategically)
• Serve as the subject matter lead on the core technologies within the Wiz product line, providing unparalleled knowledge and expertise
• Mentor and coach team members in case management best practices and technical upskilling
• Gather, collect, collate, generate and publish content, including training material for team members
• Participate in on-call rotation for after-hours, holiday, weekend support coverage
• Create, maintain, and coordinate incident management requests to product or engineering
• Design and implement solutions that scale the support offering through automations
• Participate in on-call rotation for after-hours, holiday, weekend support coverage