Director, Solutions Support Engineering

Come join the company that is 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 will accelerate their businesses. Trusted by security teams all over the world, we have a proven track record of success and a culture that values world-class talent. 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. The application deadline is: 04/27/2026 Summary We are seeking a highly technical Director, Solutions Support Engineering (Americas) to lead and scale our regional technical support operations. In this critical leadership role, you will direct a team of Solutions Support Managers, overseeing a rapidly growing organization of specialized Solutions Support Engineers dedicated to the Wiz product suite. You will be responsible for the health, performance, and strategic direction of the entire Americas support theater, ensuring we provide unparalleled service across diverse markets and time zones. As a senior leader within the Solutions Support organization, you will do more than ensure the delivery of world-class, frictionless technical support; you will act as a primary catalyst for technical innovation and operational transformation. We are moving beyond traditional break-fix models. A central, critical mandate of this role is to drive the organization toward a predictive, AI-first support model through highly visible, hands-on technical leadership. You will not just sponsor these initiatives - you will actively architect, prototype, and implement cutting-edge Artificial Intelligence, Machine Learning, and automation technologies. By integrating Large Language Models (LLMs), automated root-cause analysis, and intelligent routing into our daily workflows, you will revolutionize how we troubleshoot, resolve, and preempt complex cybersecurity challenges. Ultimately, your work will empower our engineers to focus on high-value problem solving, drastically reduce time-to-resolution for critical enterprise clients, and feed vital, data-driven insights back into our core product engineering teams. What You’ll Do Leadership & Organizational Management Lead, mentor, and develop a team of Solutions Support Engineering Managers, ensuring a high bar for technical excellence and accountability. Drive core operational metrics (SLA, CSAT, TTR, Escalation Rates) directly through the application of technical automation and AI enhancements. Oversee talent strategy, prioritizing the hiring and development of engineers and managers with strong coding, cybersecurity, and AI/ML foundations. Partner closely with Customer Success and Sales leadership to ensure the delivery of a cohesive, positive end-to-end customer experience with Wiz. Deep Technical Escalation & Cybersecurity Expertise Serve as the ultimate technical backstop for the Americas region, readily diving deep into code, system logs, and architectural designs during critical customer incidents. Maintain hands-on proficiency with scripting languages (e.g., Python, Bash) and security analysis tools to lead by example in troubleshooting highly complex enterprise environments. Partner technically with CTO, Product, and R&D, translating complex customer issues and AI-derived technical trends into actionable architectural improvements, feature requests, and bug fixes. Act as a technical authority during high-severity security incidents and escalations, providing clear, deeply technical communication to C-level enterprise customers. Hands-On AI Implementation & Strategy Architect and directly prototype AI-driven support workflows, building out automated triage scripts, log analysis automations, and intelligent routing mechanisms. Get hands-on with advanced prompt engineering, LLM fine-tuning for support knowledge bases, and API integrations between AI tools and our core cybersecurity products. Define and execute the technical roadmap for transitioning the organization from reactive support to predictive, AI-assisted operations. Train and mentor managers and ICs on advanced technical AI utilization, human-in-the-loop validation, and leveraging AI for rapid root-cause analysis. What You’ll Bring Experience 10+ years of progressive, hands-on experience in Technical Support, Solutions Engineering, or Technical Account Management within the enterprise software sector. 7+ years of leadership experience, with a proven track record of managing managers (Director or Senior Manager level) while retaining deep technical acuity. Demonstrable hands-on experience exploring, implementing, and coding/scripting for AI, Machine Learning, or advanced automation platforms within an IT or support environment. Crisis management expertise with a calm, highly analytical approach to high-severity cybersecurity incidents. Extensive, hands-on background in cybersecurity (e.g., analyzing network security, endpoint protection, cloud security architectures, SIEM/SOAR, or IAM). Advanced knowledge of major cloud providers (AWS, Azure, GCP) and their associated security models. Experience reading and debugging code (Python, Go, Java, Shell) and using command-line tools. Solid understanding of Kubernetes, containerization, and modern infrastructure-as-code environments. Benefits Wiz offers a competitive package of benefits and programs to support you and your family. Below provides a description of our current benefits for employees in the US. Specific benefits may vary by location. Health & Welfare Benefits Medical, dental and vision insurance Home Office Setup reimbursement Flexible Spending Accounts Monthly Connectivity reimbursement Employee Assistance Program (EAP) Financial Benefits Short- and Long-term Disability Insurance Life & Accident Insurance 401(k) Retirement Savings Plan (with employer match) Time Off Flexible paid time off + 11 paid holidays Paid leave programs, including parental, pregnancy health, medical and bereavement leave Compensation Starting compensation will be determined based on various factors, including but not limited to, the candidate's job-related experience, skills and geographic location. Your Talent Partner can share more about the specific salary range during the hiring process. This role may also include incentive compensation. The annual base salary range for this full-time position is listed below. US Base Pay Range $204,000—$280,500 USD Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship. This role does not offer visa sponsorship. Wiz is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. By submitting your application, you acknowledge that Wiz will process your personal data in accordance with Wiz's Privacy Policy.