Escalation Expert

About Wiz

Join Wiz, the company reinventing cloud security and empowering businesses to thrive in the cloud. As the fastest-growing startup ever, Wiz is on a mission to help organizations secure cloud environments that accelerate their businesses. Trusted by security teams worldwide, we have a proven track record of success and a culture that values world-class talent.

Our Wizards from over 20 countries collaborate to protect the infrastructure of hundreds of customers, including over 50% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We are the leading player in a massive and growing market, and it’s still early enough for you to make a significant impact. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our record growth. Come join our team and help us create secure cloud environments that allow the best companies to move faster.

Summary of the Escalation Expert Role

We’re looking for an Escalation Expert to join the CTO team and spread the power of Wiz. In this role, your primary responsibility is to proactively identify, analyze, and resolve complex customer issues and recurring technical patterns. You will be a pivotal link between our customers and our core engineering and product teams, delving deep into challenging technical problems, providing critical feedback to shape the future of our product, and actively contributing to the development of our internal tooling, with a strong focus on leveraging AI to enhance our capabilities.

What You'll Do

• 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.

What You'll Bring

• 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.

Advantageous Skills

• 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.

Key skills/competency

• Cloud Security
• Technical Troubleshooting
• Customer Advocacy
• Python/Go/Java
• REST APIs
• Linux
• AI Tools
• DevOps
• Kubernetes
• SQL