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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 capabilities with Google's Threat Intelligence and Security Operations.
You will manage a global team of Technical Support Engineers responsible for delivering exceptional technical support to Wiz customers. This is a hands-on manager role where you'll lead by example, combining people management with deep technical expertise.
Key responsibilities include:
- Managing, developing, coaching, and mentoring a team of Technical Support Engineers
- Owning team accountability and performance, including performance reviews and employee relations
- Ensuring successful onboarding and training of new hires
- Guiding the team through technical training and professional development
- Driving initiatives to improve team productivity, processes, and procedures
- Collaborating with internal teams and customers on high-priority escalations
- Acting as the ultimate technical escalation anchor for complex customer issues
- Identifying cases requiring technical or strategic escalation
- Managing incident coordination with product and engineering teams
You are expected to be an AI-first leader, actively using and building with AI tools (like Claude Code) to scale the support offering and automate operational workflows.
Required qualifications:
- Native Brazilian Portuguese speaker with excellent English (spoken and written)
- 1+ years managing external technical support teams in SaaS, serving as hands-on escalation anchor
- 5+ years hands-on experience deploying and maintaining AWS, Azure, or GCP infrastructure
- Direct experience configuring and troubleshooting Kubernetes clusters and virtualized environments
- Availability to work 10am–7pm BRT
Preferred qualifications:
- Track record of writing scripts or building tools using AI APIs to automate workflows
- Experience managing hybrid-cloud identity, security protocols, and monitoring/logging pipelines
