Come join the company that is reinventing cloud security and empowering businesses to thrive in the cloud. As the fastest-growing startup ever, Wiz is on a mission to help organizations secure cloud environments that will accelerate their businesses. Trusted by security teams all over the world, we have a proventrack record of successand a culture that values world-class talent.

Our Wizards from over 13 countries work together to protect the infrastructure of our hundreds of customers, including over 45% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but it’s still early enough for you to make a significant impact. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our record growth. Come join our team and help us create secure cloud environments that allow the best companies to move faster.

Summary

At Wiz, the Escalation Engineer tackles the most complex and critical customer issues by collaborating closely with Tier 1 and Tier 2 support teams and partnering with cross-functional groups such as Engineering and the Center of Excellence (COE). Leveraging deep technical expertise and strong problem-solving skills, the engineer swiftly resolves challenging technical problems, enhancing customer satisfaction and maintaining Wiz’s high support standards. Additionally, the role involves providing valuable feedback to product and engineering teams to drive product improvements, developing best practices for support processes, and working collaboratively with developers, product managers, and other support professionals within the specialized COE.

Key Responsibilities

Customer Focus: Be a passionate advocate for the customer’s magical experience with Wiz
Advanced Troubleshooting: Address and resolve complex technical issues related to Wiz’s solutions
Root Cause Analysis: Identify the underlying causes of persistent or critical issues to prevent recurrence and enhance product stability
Collaboration with Development Teams: Work closely with Wiz’s engineering and development teams to implement fixes, improvements, or workarounds for identified problems
Customer Engagement: Serve as a point of contact for high-severity or escalated customer cases, ensuring clear communication and satisfactory resolution
Knowledge Sharing: Develop and maintain comprehensive documentation, including troubleshooting guides and knowledge base articles, to support both customers and internal support teams

Technical Expertise

Containerization Technologies: In-depth knowledge of Kubernetes and other container orchestration platforms
Cloud Platforms: Proficiency with major cloud service providers such as AWS, Azure, and Google Cloud Platform (GCP)
Operating Systems: Strong understanding of Linux/Unix systems, including system administration and troubleshooting
Networking: Solid grasp of networking concepts, including TCP/IP, DNS, load balancing, and security protocols
Programming and Scripting: Ability to write and understand scripts in languages like Python, Bash, or Go to automate tasks and develop solutions
Monitoring and Security Tools: Familiarity with monitoring tools (e.g., Prometheus, Grafana) and security practices related to containerized environments
Advanced Knowledge: Deep understanding of the Wiz’s platform, technologies, and architectures

Problem-Solving Skills

Root Cause Analysis: Expertise in identifying the fundamental causes of complex technical issues
Data Analysis: Ability to analyze logs, metrics, and other data sources to diagnose and resolve problems
Innovative Thinking: Capability to develop creative solutions for unprecedented or highly complex challenges

Process Improvement

Feedback Loop: Provide feedback to product and engineering teams based on recurring issues and customer feedback to drive product improvements and feature enhancements
Best Practices: Develop and promote best practices for support processes, ensuring consistent and high-quality customer service

Collaboration

Teamwork: 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
Mentorship: Provide guidance and mentorship to junior support staff

Candidates must meet EAR part 772 and ITAR 120.15 definition of a U.S. person (Any individual who is granted U.S. citizenship; or any individual who is granted U.S. permanent residence (green card holder); or any individual who is granted status as a “protected person”) and that they reside in the contiguous United States.

If your experience is close but doesn’t fulfill all requirements, please apply. Wiz is on a mission to build a special company. To achieve our goal, we are focused on hiring Wizards with different backgrounds, perspectives, and experiences.

Wiz is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

By submitting your application, you acknowledge that Wiz will process your personal data in accordance with Wiz’s Privacy Policy.

Escalation Support Engineer

Wiz

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