Minimum qualifications
- Native Brazilian speaker with excellent command of English, both spoken and written
- Must be comfortable working 10am to 7pm BRT
- 5+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role
- 2+ years of experience with Cloud technologies (Azure, AWS, GCP)
- 1+ years of hands-on experience designing, deploying, and managing production-grade Kubernetes clusters and custom applications
- 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
Preferred qualifications
- Experience with DevOps technologies.
- Familiarity with REST APIs or GraphQL.
- Knowledge of basic web technologies (e.g., HTTP, HTML, DNS).
- Understanding of networking fundamentals (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing).
- Understanding of relational databases.
About the job
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.
Responsibilities
- Responsible for technical customer 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 automation.
- Participate in on-call rotation for after-hours, holiday, and weekend support coverage.