Technical Support Engineer
August 6
Description
• As a Solutions Support Engineer, you will be a part of a global team responsible for providing outstanding technical support experience. • 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) • 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 • Act as an advisor to the customer and handle complex, repeatable, or escalated cases. • 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.
Requirements
• Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications. • 3+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role • A minimum of 1+ year experience with Cloud technologies (Azure, AWS, GCP) • Experience in reading or debugging code in one or more of the following: Java, Python, Shell, JavaScript, JSON • 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
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