Wiz · United States
About the Role
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.
What You Will 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