Escalation Expert - CTO Office at Wiz in Remote

Summary: Wiz is a leading company in cloud security, dedicated to helping organizations secure their cloud environments. They are seeking an Escalation Expert to join the CTO team, who will be responsible for identifying and resolving complex customer issues while collaborating with engineering and product teams. The role involves deep technical analysis, authoring troubleshooting content, and developing internal tools to enhance customer support and product development. Responsibilities: - Take ownership of our most challenging customer technical problems, performing deep-dive troubleshooting and analysis to drive them to resolution - Proactively identify potential escalations and serve as the customer's advocate, ensuring their most difficult technical challenges influence product and engineering roadmaps - Author and publish technical troubleshooting content, such as knowledge base articles and guides, for both internal team enablement and external customer use - Lead the development of internal tools and processes for your specific product area, and champion their adoption within our technical teams - Participate in an on-call rotation for critical escalations and to support internal tooling Required Qualifications: - Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or equivalent industry experience and certifications - 7+ years of hands-on, technical experience in a senior customer-facing role such as Escalation Engineer, Senior Technical Support, or a related field - A minimum of 3+ years of in-depth experience with a major cloud platform - Proven experience in reading, debugging, and writing code in at least one high-level programming language (e.g., Python, Go, Java, Shell, JavaScript) - Proficiency in using Git and source code management systems for code collaboration - Proficiency with REST APIs or GraphQL - Proficiency with command-line tools and Linux operating system environments - A fast learner with a natural curiosity, a passion for technology, and the ability to work independently - A deep understanding of web technologies (e.g., HTTP, HTML, DNS) - Experience leveraging AI tools to increase task efficiency Preferred Qualifications: - Experience with DevOps technologies and CI/CD pipelines - Experience with Kubernetes and Container technologies - Experience with Infrastructure as Code (IaC) technologies such as Terraform - Proficiency with SQL for data analysis and the proven ability to independently create dashboards and datasets to drive insights - Experience with relational and NoSQL databases - Previous experience in a role within a CTO organization or a similar strategic technical team Required Skills: Cloud platforms, Python, Go, Java, Shell scripting, JavaScript, Git, Source code management, REST APIs, GraphQL, Command-line tools, Linux, Web technologies, HTTP, HTML, DNS, AI tools, DevOps technologies, CI/CD pipelines, Kubernetes, Container technologies, Infrastructure as Code, Terraform, SQL, Data analysis, Relational databases, NoSQL databases, Curiosity Benefits: Medical, dental and vision insurance, Home Office Setup reimbursement, Flexible Spending Accounts, Monthly Connectivity reimbursement, Employee Assistance Program (EAP), Short- and Long-term Disability Insurance, Life & Accident Insurance, 401(k) Retirement Savings Plan (with employer match), Flexible paid time off + 11 paid holidays, Paid leave programs, including parental, pregnancy health, medical and bereavement leave