Manager - Support Engineering, APAC

6 days ago

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Wiz

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Description

• 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 • Participate in on-call rotation for after-hours, holiday, weekend support coverage • 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.

Requirements

• Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications • 5+ years of experience in managing support engineering teams in high-paced operations environment for a highly technical suite of products • 7+ years of hands-on, technical experience in customer support, technical support, system administration, software development, devops, or site reliability • A minimum of 3+ year experience with Cloud technologies (Azure, AWS, GCP) • Experience in reading or debugging code in one language. Examples would include: Java, Python, Shell, JavaScript, Rust, Go. • Proficiency with command-line tools and Linux operating system environments • Experience with Kubernetes, system virtualization, on-prem and/or hybrid cloud computing, cloud identity and security systems, cloud monitoring and logging, as well as local and cloud storage • Familiar with security frameworks or tools • Excellent organizational and project management skills • Fast learner, natural curiosity, and love of technology • Currently based in Sydney, Australia