IT Solutions Support Engineer
1 month ago
Solutions Support Engineer
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 fortechnicalcustomer 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 automations
Coordinate with Customer Success Managers to address any technical issues impacting a customer's success
Act as an advisor to the customer and handle complex, repeatable, or escalated cases.
Create technical articles or knowledge base (e.g., edit or create news/ knowledge-basedarticles) that is internal or customer-facing for a better customer support experience
Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business
WHAT YOU’LL BRING
~ Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications.
~5+ years of hands-on, technical experience in customersupport, technical support, system administration, or related customer-facing role
~ A minimum of1+ year experience with Cloud technologies (Azure, AWS, GCP)
~ 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
Experience with Kubernetes, system virtualization, on-prem and/or hybrid cloud computing, cloud identity and security systems, cloud monitoring and logging, as well as local and cloud storage
Familiar with security frameworks or tools
Excellent organizational and project management skills
Fast learner, natural curiosity, and love of technology
NICE TO HAVE
Experience with DevOps technologies
Familiar withREST API's orGraphQL
Knowledge of basic web technologies (e.g., HTML, DNS)
Understanding of networking fundamentals (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing)
Understanding of relational databases
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