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Wiz

Senior Escalation Engineer

Wiz

. Proactively identify, analyze, and resolve complex customer issues and recurring technical patterns .

Posted 9/29/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting complex customer issues and advocating for customer needs while influencing product development. Proficient in leveraging AI tools and cloud platforms to enhance internal processes and technical support.

Highest-signal resume keywords
7+ Years Technical ExperienceCloud Platform ProficiencyHigh-Level Programming Language ProficiencyAI Tool UtilizationDevOps Technologies Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
PythonGoJavaShellJavaScriptREST APIsGraphQLSQLInfrastructure as CodeWeb Technologies
Soft Skills
Problem SolvingCustomer AdvocacyFast LearnerCuriosityIndependent Work
Tools & Technologies
GitLinuxKubernetesCI/CD PipelinesTerraform
Certifications & Qualifications
Bachelor's Degree in Computer ScienceCybersecurityEngineeringMathematicsInformation Systems
Industry Keywords
Technical SupportEscalation EngineerCustomer-Facing RoleCTO OrganizationNoSQL Databases

Tech Stack

Tools & technologies
CloudCyber SecurityDNSGraphQLJavaJavaScriptKubernetesLinuxNoSQLPythonSQLTerraformGo

About the role

Key responsibilities & impact
  • Proactively identify, analyze, and resolve complex customer issues and recurring technical patterns
  • Serve as a pivotal link between customers and core engineering and product teams
  • Provide critical feedback to shape the future of the product
  • Contribute to the development of internal tooling, with a strong focus on leveraging AI
  • Take ownership of challenging customer technical problems through deep-dive troubleshooting and analysis
  • Proactively identify potential escalations and serve as the customer's advocate
  • Ensure difficult customer technical challenges influence product and engineering roadmaps
  • Author and publish technical troubleshooting content, including knowledge base articles and guides, for internal enablement and external customer use
  • Lead development of internal tools and processes for the specific product area and champion adoption within technical teams
  • Participate in an on-call rotation for critical escalations and internal tooling support

Requirements

What you’ll need
  • 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
  • Legal right to work in the United States without visa sponsorship
  • Preferred: Experience with DevOps technologies and CI/CD pipelines
  • Preferred: Experience with Kubernetes and container technologies
  • Preferred: Experience with Infrastructure as Code (IaC) technologies such as Terraform
  • Preferred: Proficiency with SQL for data analysis and independently creating dashboards and datasets
  • Preferred: Experience with relational and NoSQL databases
  • Preferred: Previous experience in a CTO organization or similar strategic technical team

Benefits

Comp & perks
  • Equal opportunity employer
  • AI-powered platform powered by Google
  • Opportunity to work with a global team
  • Freedom to think creatively, dream big, and use your full range of skills
  • On-call rotation support responsibilities