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Wiz is a rapidly growing cloud and AI security platform trusted by over 65% of the Fortune 100. The company recently became part of Google, combining its security expertise with Google's Threat Intelligence and Security Operations capabilities.
As Manager of Applied AI, Solutions Support Engineering, you will lead a team of internal tool and automation developers who build the platform powering Wiz's technical support experience. Rather than managing customer-facing support engineers, you will lead the builders behind the support ecosystem—owning the Zendesk ticketing environment, building integrations with Salesforce and ServiceNow, and developing intelligent ticket routing, browser and IDE extensions, and automated triage and resolution workflows.
You will be a hands-on technical leader, splitting your time between leading and mentoring your team and actively writing and reviewing code. You will champion an AI-first development approach, using models like Gemini and Claude Code to accelerate internal tool development and automate support workflows. Your responsibilities include:
- Leading, mentoring, and guiding an AI-first team of internal tool and automation developers; scheduling and running Agile sprints in Jira; managing epics and defects; and driving technical execution and team growth
- Owning the tooling and automation roadmap that powers the support experience, designing tools and architecture for case resolution at scale
- Actively writing, reviewing, and shipping code in Python, TypeScript/JavaScript, and Apex across internal web apps, background automation jobs, and CRM integrations
- Championing an AI-first development pipeline by leveraging AI models and coding tools to build internal tools faster and power automated workflows
- Owning the administration, architecture, and custom development of the Zendesk platform (embedded apps, webhooks, declarative workflows, routing/SLA logic) and building custom integrations across ServiceNow and Salesforce
- Leading development and maintenance of the internal support tooling suite, including skills- and availability-based ticket routing, browser and IDE extensions, and integrations with Slack, Jira, Zoom, and PagerDuty
- Maintaining cloud infrastructure on Google Cloud Platform (GCP) using containerized services, PostgreSQL, BigQuery, Pub/Sub, and Terraform
- Partnering with Support leadership, Solutions Support Engineers, Product, and the CTO team to identify workflow bottlenecks and build new tools and automations
REQUIREMENTS:
- 2+ years of experience leading or managing a team of internal tool developers, automation engineers, or systems developers, driving technical direction, scheduling and running Agile sprints, and managing epics and defects in Jira while staying actively hands-on in code
- 5+ years of hands-on development experience building internal tools, backend services, APIs, and web applications using Python and TypeScript/JavaScript (e.g., Node.js, React)
- Hands-on experience with Zendesk and Salesforce administration and development, including owning Zendesk configurations and apps, writing Salesforce Apex code, working with custom objects and workflows, and integrating with platforms like ServiceNow
- Practical experience deploying and maintaining cloud-hosted services on GCP (or AWS/Azure) using containers, relational databases (e.g., PostgreSQL), data warehouses (e.g., BigQuery), and message queues
- Hands-on experience using AI models, APIs, prompt engineering, and AI-assisted coding tools to build internal applications, automate operational workflows, and speed up the development lifecycle
- Experience with everyday development and deployment tooling, including Terraform, Docker, Git, CI/CD pipelines, and managing changes across both cloud services and CRM sandboxes
- Must meet EAR part 772 and ITAR 120.15 definition of a U.S. person (U.S. citizen, green card holder, or protected person) and reside in the contiguous United States
- No visa sponsorship available; applicants must have legal right to work in the United States
PREFERRED QUALIFICATIONS:
- Experience connecting AI tools and workflows to internal systems using Model Context Protocol (MCP) servers, tool proxies, and AI models and coding tools (such as Gemini and Claude Code)
- Experience building custom UI components, embedded apps, and integrations across Zendesk, Salesforce, and ServiceNow, such as Zendesk Apps Framework (ZAF) apps and Salesforce Lightning Web Components (LWC)
- Track record of building practical productivity tools for internal teams, such as Chrome extensions, VS Code extensions, or cloud-hosted workspaces
- Experience building ticket routing, scheduling, and team availability tools that factor in queues, engineer skills, and global shift coverage
- Familiarity with integrating workplace and support tools like Slack (bots and workflows), Jira, Zoom, and BI reporting pipelines
- Prior customer-facing experience in a technical support role, preferably at a B2B technology company
