Manager, Solutions Support Engineering - East

About the Role

Wiz is seeking a Manager, Solutions Support Engineering to lead a technical support team responsible for delivering customer support for our cloud security platform. In this role, you will manage a team of skilled engineers, mentor their development, and serve as an escalation anchor for complex technical issues while driving automation and process improvements.

Responsibilities

• Manage, develop, coach, and mentor a team of Technical Support Engineers delivering technical customer support
• Own team accountability and performance—partner with upper management on performance reviews, performance plans, and employee relations matters
• Ensure effective training and onboarding of new team members
• Guide the team through technical training and learning and development opportunities
• Drive projects and initiatives to improve team productivity, processes, and procedures
• Collaborate with internal teams and customers on high-priority escalations; resolve escalations from team members as needed
• Identify cases requiring technical or strategic escalation
• Create, maintain, and coordinate incident management requests to product or engineering teams
• Design and implement scalable support solutions through automation and AI-driven tools
• Coordinate with Customer Success Managers to address technical issues impacting customer outcomes
• Create and maintain technical articles and knowledge base content for internal and customer-facing audiences
• Advocate for customers—ensure timely problem resolution while understanding their environment and business impact

Requirements

• Technical Leadership: 1+ years managing external technical support teams in a SaaS environment while serving as the hands-on, ultimate escalation anchor
• AI & Automation: Track record of writing scripts or building tools using AI APIs to automate operational workflows
• Cloud Infrastructure: 5+ years of hands-on experience deploying and maintaining AWS, Azure, or GCP infrastructure
• Kubernetes & Virtualization: Direct experience configuring and troubleshooting Kubernetes clusters and virtualized environments
• Security & Monitoring: Practical experience managing hybrid-cloud identity, security protocols, and monitoring/logging pipelines
• Must meet EAR part 772 and ITAR 120.15 definition of a U.S. person and reside in the contiguous United States
• Must have legal right to work in the United States without visa sponsorship

Benefits

Compensation for this full-time position includes base salary, bonus, equity, and benefits. US base salary range: $144,000—$198,000 USD. Individual pay is determined by work location and factors including job-related skills, experience, and relevant education or training. Learn more about benefits at Google.