Escalation Expert - CTO Office at Wizinc

Wizinc

London, UK·6h ago

Mid LevelFull-timeJavaScriptPythonJavaRustKubernetesTerraformGraphQLREST APICI/CDGit

Salary Range

$38,250 - $51,750 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for an Escalation Expert to join the CTO team at Wiz, a cloud security startup. In this role, you will proactively identify, analyze, and resolve complex customer issues and recurring technical patterns, acting as a pivotal link between customers and core engineering and product teams.

Key Responsibilities

→Take ownership of challenging customer technical problems, performing deep-dive troubleshooting and analysis to drive them to resolution.
→Proactively identify potential escalations and serve as the customer's advocate, ensuring their most difficult technical challenges influence product and engineering roadmaps.
→Author and publish technical troubleshooting content, such as knowledge base articles and guides, for both internal team enablement and external customer use.
→Lead the development of internal tools and processes for your specific product area, and champion their adoption within our technical teams.
→Participate in an on-call rotation for critical escalations and to support internal tooling.

Requirements

✓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.