Manager, Solutions Support Engineering - US East

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Written by AI from the job title and company, not by Wiz, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Manager of Solutions Support Engineering at Wiz will be responsible for leading a dedicated team of support engineers while also collaborating cross-functionally to ensure seamless customer experiences. This role encompasses strategic decision-making, directing technical support for our solutions, and enhancing customer satisfaction through effective problem resolution. The ideal candidate will drive operational excellence and technical proficiency, fostering a culture of continuous improvement and professional development within the team.

Job Responsibilities

• Lead, mentor, and manage a team of support engineers to meet and exceed customer expectations.
• Develop and implement strategies to improve support processes and reporting systems.
• Collaborate with product development, sales, and customer success teams to facilitate quick resolution of customer issues.
• Analyze customer feedback and usage patterns to identify areas for product improvement and enhancement.
• Oversee the execution of technical support services, ensuring timely resolution of customer inquiries.
• Prepare and deliver training sessions for team members and participate in continuous education programs.
• Monitor and manage KPIs related to customer support efficiency and employee performance.
• Build and maintain strong relationships with key stakeholders and customers.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related field; or equivalent experience.
• 5+ years of experience in a technical support or solutions engineering role, with at least 2 years in a managerial capacity.
• Strong understanding of cloud technologies and software development processes.
• Excellent leadership skills and ability to motivate a diverse team.
• Proficiency in troubleshooting complex technical issues and providing practical solutions.
• Exceptional oral and written communication skills.
• Experience in managing customer relationships and stakeholder expectations.
• Knowledge of industry best practices in support and engineering processes.

Technologies & Tools

The Manager, Solutions Support Engineering will utilize a variety of technologies and tools in their day-to-day responsibilities. This includes troubleshooting software and applications within cloud environments, utilizing customer relationship management (CRM) platforms, and employing project management software. Familiarity with collaborative tools such as Slack, Jira, and Confluence is essential to facilitate team communication and project tracking. Additionally, awareness of analytics tools for monitoring performance metrics will be required.

Ideal Candidates

The ideal candidate for this position will possess a balance of technical expertise and soft skills, exemplifying a customer-first mentality. They will have a proactive approach to problem-solving, allowing them to effectively manage customer concerns while fostering a collaborative team environment. Strong candidates will demonstrate adaptability to rapidly changing technologies and processes, and exhibit a commitment to ongoing professional development. Leadership qualities, coupled with a passion for mentoring and developing others, will set them apart.