Solutions Support Engineer, US-East

SUMMARY 

As a Solutions Support Engineer, you will be a part of a global team responsible for providing 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. 

 WHAT YOU'LL DO 

• 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 automation 


• Participate in on-call rotation for after-hours, holiday, and weekend support coverage

 WHAT YOU'LL BRING 

• Must be comfortable working 9-6 EST


• 5+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role 


• 2+ years experience with Cloud technologies (Azure, AWS, GCP) 


• 1+ years of hands-on experience designing, deploying, and managing production-grade Kubernetes clusters and custom applications.


• 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

 NICE TO HAVE

• Experience with DevOps technologies 


• Familiar with REST APIs 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 

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.