About this role
Wiz
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Designated Support Engineer
Remote - USA | Support
Come join the organization that is redefining security for the AI era. As one of the fastest-growing startups ever, we enable teams to secure cloud and AI applications by connecting code, cloud, and runtime into a single shared context. Trusted by security teams all over the world, we have a proven track record of success and a culture that values world-class talent. Not to mention, we're now powered by Google, meaning we offer our customers an AI-powered platform that harnesses Google’s Threat Intelligence and Security Operations to better detect, prevent, and respond to threats across all environments, allowing for further innovation.
Our Wizards from all over the globe work together to protect the infrastructure of our customers, including over 65% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re honored to be a leading player in a massive and growing market, and we continue to look for exceptional Wizards who are eager to make a significant impact on our team. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our momentous growth. Come join our team and help us create secure cloud environments that allow even the best companies to move faster, all while having some fun!
Summary
As a Designated Support Engineer (DSE), you will serve as a dedicated technical partner to a select group of our largest and most strategic customers. Unlike traditional technical support roles, you will act as a long-term extension of the customer’s team, building deep familiarity with their specific environment, architecture, and business goals. Reporting to the Director of Critical Accounts Support, you will provide "white glove" technical expertise to drive stability, accelerate issue resolution, and ensure these key customers maximize value from the Wiz platform.
What You’ll Do
- Serve as the primary technical point of contact for a small portfolio of strategic customers, managing their support lifecycle from onboarding to steady-state operations.
- Develop an intimate understanding of each assigned customer’s cloud architecture, security policies, and tech stack to provide highly contextualized troubleshooting and advice.
- Lead regular technical cadence meetings to review open cases, discuss upcoming changes, and prioritize outstanding issues.
- Proactively monitor customer environments to identify potential risks, configuration drift, or optimization opportunities before they become incidents.
- Create and maintain customer-specific runbooks and documentation to streamline future support interactions and ensure continuity.
- Facilitate root cause analysis (RCA) reviews for major incidents, ensuring transparency and trust are maintained.
- Optimize customer workflows through targeted technical guidance, enabling them to resolve routine issues internally and reduce escalations to Wi