- Company Name
- Wiz
- Job Title
- Escalation Expert - CTO Office
- Job Description
-
**Job Title**
Escalation Expert – CTO Office
**Role Summary**
Act as the primary technical liaison between customers and engineering/product teams, resolving the most complex escalated issues, influencing roadmap decisions, and developing internal tooling and knowledge assets.
**Expectations**
- Own end‑to‑end resolution of critical customer technical incidents.
- Anticipate and prevent escalations through proactive analysis.
- Provide actionable, data‑driven feedback to product and engineering.
- Drive continuous improvement of internal tools, processes, and documentation.
**Key Responsibilities**
1. Perform deep‑dive troubleshooting of high‑impact customer incidents, delivering timely resolutions.
2. Identify recurring technical patterns, communicate findings, and influence product and engineering roadmaps.
3. Author, publish, and maintain knowledge base articles, guides, and troubleshooting playbooks for internal and external audiences.
4. Lead the design, development, and adoption of internal tools and automation (e.g., scripting, CI/CD, AI‑assisted debugging).
5. Participate in on‑call rotation for critical escalations and tooling support.
6. Collaborate with cross‑functional teams (Security, Product, Engineering) to deliver customer‑centric solutions.
**Required Skills**
- 7+ years in a senior customer‑facing technical role (Escalation Engineer, Senior Technical Support, etc.).
- 3+ years of experience with a major cloud platform (AWS, Azure, GCP).
- Proficiency in at least one high‑level language (Python, Go, Java, JavaScript, Shell).
- Strong debugging, code review, and rapid task resolution abilities.
- Git source‑control expertise; CI/CD familiarity.
- Solid command‑line, Linux OS, REST API/GraphQL usage.
- Deep understanding of web technologies (HTTP, HTML, DNS).
- Experience leveraging AI or ML tools to improve technical workflow.
- Fast learner, independent thinker with curiosity and passion for technology.
**Preferred Add‑Ons**
- DevOps & CI/CD pipeline experience.
- Kubernetes, containerization, IaC (Terraform) knowledge.
- SQL and NoSQL database experience; dashboard/data analysis.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or equivalent industry experience.
- Certifications relevant to cloud platforms, security, or DevOps (e.g., AWS Certified Solutions Architect, GCP Professional Cloud Architect, Certified Kubernetes Administrator) are advantageous.