Escalation Expert - CTO Office

<div class="content-intro"><p class="x_MsoNormal FluidPluginCopy"><span class="ContentPasted0">Come join the company that is reinventing cloud security and empowering businesses to thrive in the cloud. As the <a href="https://www.wiz.io/blog/100m-arr-in-18-months-wiz-becomes-the-fastest-growing-software-company-ever" target="_blank">fastest-growing startup ever,</a> </span><span class="ContentPasted0">Wiz is on a mission to help organizations secure cloud environments that will accelerate their businesses. Trusted by security teams all over the world, we have a proven<span class="ContentPasted0"> </span><a class="ContentPasted0" href="https://www.g2.com/products/wiz-wiz/reviews" target="_blank" data-auth="NotApplicable" data-safelink="true" data-linkindex="1">track record of success</a><span class="ContentPasted0"> </span>and a culture that values world-class talent. </span></p> <p class="x_MsoNormal FluidPluginCopy"><span class="ContentPasted0">Our Wizards from over 20 countries work together to protect the infrastructure of our hundreds of customers, including over 50% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but 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. </span></p></div><h3><strong>SUMMARY</strong></h3> <p>We’re looking for an <strong>Escalation Expert </strong>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 and be a pivotal link between our customers and our core engineering and product teams. You will delve deep into challenging technical problems, provide critical feedback to shape the future of our product, and actively contribute to the development of our internal tooling, with a strong focus on leveraging AI to enhance our capabilities.</p> <h3><strong>WHAT YOU'LL DO</strong></h3> <ul> <li>Take ownership of our most challenging customer technical problems, performing deep-dive troubleshooting and analysis to drive them to resolution.</li> <li>Proactively identify potential escalations and serve as the customer's advocate, ensuring their most difficult technical challenges influence product and engineering roadmaps.</li> <li>Author and publish technical troubleshooting content, such as knowledge base articles and guides, for both internal team enablement and external customer use.</li> <li>Lead the development of internal tools and processes for your specific product area, and champion their adoption within our technical teams.</li> <li>Participate in an on-call rotation for critical escalations and to support internal tooling.</li> </ul> <h3><strong>WHAT YOU'LL BRING</strong></h3> <ul> <li>Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or equivalent industry experience and certifications.</li> <li>7+ years of hands-on, technical experience in a senior customer-facing role such as Escalation Engineer, Senior Technical Support, or a related field.</li> <li>A minimum of 3+ years of in-depth experience with a major cloud platform.</li> <li>Proven experience in reading, debugging, and writing code in at least one high-level programming language (e.g., Python, Go, Java, Shell, JavaScript).</li> <li>Proficiency in using Git and source code management systems for code collaboration.</li> <li>Proficiency with REST APIs or GraphQL.</li> <li>Proficiency with command-line tools and Linux operating system environments.</li> <li>A fast learner with a natural curiosity, a passion for technology, and the ability to work independently.</li> <li>A deep understanding of web techno ... (truncated, view full listing at source)