Escalation Support Engineer

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Wiz

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Description

• At Wiz, the Escalation Engineer tackles complex customer issues by collaborating with support teams and engineering. • Resolves challenging technical problems, enhancing customer satisfaction while maintaining support standards. • Provides feedback to product teams to drive improvements and develop best practices for support processes.

Requirements

• In-depth knowledge of Kubernetes and other container orchestration platforms • Proficiency with major cloud service providers such as AWS, Azure, and Google Cloud Platform (GCP) • Strong understanding of Linux/Unix systems, including system administration and troubleshooting • Solid grasp of networking concepts, including TCP/IP, DNS, load balancing, and security protocols • Ability to write and understand scripts in languages like Python, Bash, or Go to automate tasks and develop solutions • Familiarity with monitoring tools (e.g., Prometheus, Grafana) and security practices related to containerized environments • Deep understanding of the Wiz’s platform, technologies, and architectures • Expertise in identifying the fundamental causes of complex technical issues • Ability to analyze logs, metrics, and other data sources to diagnose and resolve problems • Capability to develop creative solutions for unprecedented or highly complex challenges • Provide feedback to product and engineering teams based on recurring issues and customer feedback to drive product improvements and feature enhancements • Develop and promote best practices for support processes, ensuring consistent and high-quality customer service • Ability to work collaboratively with cross-functional teams, including developers, product managers, and other support engineers. This role is part of the COE mapped to a specialty • Provide guidance and mentorship to junior support staff.