Senior Solutions Support Engineer - US East

About the role

As a Senior Solutions Support Engineer, you will be part of a global team responsible for providing an outstanding technical support experience. In this role, 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.

Join the organization that is redefining security for the AI era. We enable teams to secure cloud and AI applications by connecting code, cloud, and runtime into a single shared context. Trusted by security teams worldwide, we protect the infrastructure of over 65% of the Fortune 100, scanning and securing over 230 billion files daily. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our growth while helping create secure cloud environments.

Responsibilities

• 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)
• Serve as the subject matter lead on the core technologies within the Wiz product line, providing unparalleled knowledge and expertise
• Mentor and coach team members in case management best practices and technical upskilling
• Gather, collect, collate, generate, and publish content, including training material for team members
• Participate in on-call rotation for after-hours, holiday, and weekend support coverage
• Create, maintain, and coordinate incident management requests to product or engineering
• Design and implement solutions that scale the support offering through automations

Requirements

• Must be comfortable working 9-6 EST/EDT
• 7+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role
• A minimum of 3+ years of experience with Cloud technologies (Azure, AWS, GCP)
• 2+ years of hands-on experience with Kubernetes (AKS/GKS/EKS etc.)
• 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
• Must meet EAR part 772 and ITAR 120.15 definition of a U.S. person (U.S. citizenship, permanent residence (green card holder), or "protected person") and reside in the contiguous United States
• Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship (this role does not offer visa sponsorship)

Nice to have

• 3+ years of hands-on Technical Escalation Support experience (in a Tier 2/3 environment), or related customer-facing role
• 2+ years of experience with deep technical and architectural knowledge for Security, Networking, and Cloud technologies (Azure, AWS, GCP)

Pay

Compensation for this full-time position includes base salary + bonus + equity + benefits. The US base salary range for this role is $128,000—$176,000 USD. Individual pay is determined by work location, job-related skills, experience, and relevant education or training.

Benefits

Learn more about benefits at Google, including health, retirement, and other perks.