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Wiz is a fast-growing cloud and AI security platform trusted by over 65% of the Fortune 100. The company recently became part of Google, combining its platform with Google's Threat Intelligence and Security Operations.
As Manager of Applied AI, Solutions Support Engineering, you will lead a team of internal tool and automation developers who build the platform that powers Wiz's technical support experience at global scale. Rather than managing customer-facing support engineers directly, you will own the builders and infrastructure behind the support ecosystem.
You will own the primary Zendesk ticketing environment, build integrations with Salesforce and ServiceNow, and lead development of intelligent ticket routing, browser and IDE extensions, and automated triage, pre-investigation, and resolution workflows. The role emphasizes hands-on technical leadership—you will split your time between writing and reviewing code alongside your team, using AI models and tools like Gemini and Claude Code to build internal tools, owning the Zendesk platform, and coaching developers.
Key responsibilities include:
- Lead, mentor, and guide an AI-first team of internal tool and automation developers, running sprints in Jira and managing day-to-day technical execution
- Own the tooling and automation roadmap that powers the support experience
- Serve as a hands-on technical leader, actively writing, reviewing, and shipping code in Python, TypeScript/JavaScript, and Apex
- Champion an AI-first development pipeline using AI models and coding tools to build tools faster and power automated workflows
- Own administration, architecture, and custom development of Zendesk (embedded apps, webhooks, workflows, routing/SLA logic)
- Build custom integrations and workflows across ServiceNow and Salesforce, including Apex code
- Lead development and maintenance of internal support tooling (ticket routing, browser/IDE extensions, Slack/Jira/Zoom/PagerDuty integrations)
- Maintain cloud infrastructure on Google Cloud Platform using containerized services, PostgreSQL, BigQuery, Pub/Sub, and Terraform
- Partner with Support leadership, Solutions Support Engineers, Product, and the CTO team to identify bottlenecks and build new tools
Requirements:
- 2+ years of experience leading or managing a team of internal tool developers, automation engineers, or systems developers, driving technical direction, running Agile sprints, and managing epics/defects in Jira while staying 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 (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 (PostgreSQL), data warehouses (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 development lifecycle
- Experience with development and deployment tooling including Terraform, Docker, Git, CI/CD pipelines, and managing changes across cloud services and CRM sandboxes
- Must meet EAR part 772 and ITAR 120.15 definition of a U.S. person (U.S. citizen, permanent resident/green card holder, or protected person status) and reside in the contiguous United States
- Legal right to work in the US without visa sponsorship
Preferred qualifications:
- Experience connecting AI tools and workflows to internal systems using Model Context Protocol (MCP) servers, tool proxies, and AI models/coding tools (Gemini, Claude Code)
- Experience building custom UI components, embedded apps, and integrations across Zendesk, Salesforce, and ServiceNow (Zendesk Apps Framework, Salesforce Lightning Web Components)
- Track record of building practical productivity tools for internal teams (Chrome extensions, VS Code extensions, cloud-hosted workspaces)
- Experience building ticket routing, scheduling, and team availability tools factoring in queues, engineer skills, and global shift coverage
- Familiarity with integrating workplace and support tools like Slack (bots/workflows), Jira, Zoom, and BI reporting pipelines
- Prior customer-facing experience in a technical support role, preferably at a B2B technology company
