Senior Customer Support Analyst – Texas Remote
AirStripSupport health plan trading partners by resolving technical issues and managing escalations. Analyze support trends, share findings, and improve knowledge base content and processes.
Open
Wiz is a cloud security company that helps organizations protect modern cloud environments through a unified, agentless platform. Its products provide visibility across cloud infrastructure, identify threats and vulnerabilities, support security posture management, and help teams prioritize remediation. By connecting development and security operations, Wiz enables organizations to detect risks earlier and manage cloud security across complex environments.
Manager, Applied AI Solutions Support Engineering
Lead the development of AI-powered tools and automation for Wiz’s technical support organization. Build secure cloud, CRM, and intelligent ticket-routing systems for its cloud security platform.
Description
- Lead and mentor an AI-focused team developing internal tools and automation.
- Run Jira sprints, manage epics and defects, and guide technical delivery and team growth.
- Set the roadmap for technical support tools and automation.
- Develop and ship Python, TypeScript/JavaScript, and Apex code for web apps, automation jobs, and CRM integrations.
- Apply AI models and APIs, Gemini, and Claude Code to create internal tools and automate ticket triage, investigation, and resolution workflows.
- Oversee Zendesk administration, architecture, custom development, embedded apps, webhooks, workflows, and routing and SLA logic.
- Build ServiceNow and Salesforce integrations and workflows, including Apex development.
- Lead the internal support tooling suite, including skills- and availability-based ticket routing, browser and IDE extensions, and integrations with Slack, Jira, Zoom, and PagerDuty.
- Maintain GCP infrastructure built with containerized services, PostgreSQL, BigQuery, Pub/Sub, and Terraform.
- Work with Support leaders, Solutions Support Engineers, Product, and the CTO team to find workflow bottlenecks and develop tools and automation.
Requirements
- At least 2 years leading or managing a team of internal tool developers, automation engineers, or systems developers, including technical direction, Agile sprints, Jira epics and defects, and hands-on coding.
- At least 5 years of hands-on experience building internal tools, backend services, APIs, and web applications with Python and TypeScript/JavaScript, including Node.js and React.
- Hands-on experience administering and developing Zendesk and Salesforce, including Zendesk configurations and apps, Salesforce Apex and custom objects, workflows, and ServiceNow integrations.
- Experience deploying and maintaining cloud-hosted services on GCP, AWS, or Azure using containers, relational databases such as PostgreSQL, data warehouses such as BigQuery, and message queues.
- Hands-on experience with AI models and APIs, prompt engineering, and AI-assisted coding tools.
- Experience with Terraform, Docker, Git, CI/CD pipelines, and managing changes across cloud services and CRM sandboxes.
- Must meet the EAR Part 772 and ITAR 120.15 definition of a U.S. person.
- Must live in the contiguous United States.
- Preferred: experience with MCP servers, tool proxies, Gemini, or Claude Code.
- Preferred: experience building custom UI components and integrations across Zendesk, Salesforce, and ServiceNow.
- Preferred: experience building productivity tools such as Chrome or VS Code extensions, or cloud-hosted workspaces.
- Preferred: experience building ticket routing, scheduling, and team availability tools.
- Preferred: familiarity with Slack, Jira, Zoom, and BI reporting pipelines.
- Prior customer-facing technical support experience, preferably at a B2B technology company.
Benefits
- The posting does not specify benefits, perks, or additional compensation.
- Equal opportunity employer.
- Visa sponsorship is not available.
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