Manager – Escalation Support Engineering

SUMMARY

As an Escalation Support Engineering Manager, you will be a part of a global team responsible for providing outstanding technical support experience. In this role, you will manage a highly technical team of subject matter experts of up to 8 people and help enable them to manage and solve complex technical escalations, answer and document questions from the field, create tools and automations to help scale our support offering, and work closely with our Product Management and Engineering teams to ensure an excellent customer experience with new and existing products and features. 

WHAT YOU’LL DO

• Manage, develop, coach and mentor a team of Escalation Engineers, who are responsible for complex technical escalations and 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 

• Create, maintain, and coordinate incident management requests to product or engineering  

• 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 

• 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 

WHAT YOU’LL BRING

• Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications 

• 3+ years of people management experience 

• 5+ 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 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 

NICE TO HAVE

• Familiar with REST API's or GraphQL 

• Knowledge of basic web technologies (e.g., HTTP, HTML, DNS) 

• Understanding of networking fundamentals (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing) 

• Understanding of relational databases

• Experience managing a highly technical escalations tier