Manager of Applied AI (Solutions Support Engineering)

Join Wiz, a leading cybersecurity company, as the Manager of Applied AI in Solutions Support Engineering. In this role, you will lead a team of internal tool and automation developers, own the Zendesk ticketing environment, and drive the development of intelligent ticket routing and automated workflows. You will also be hands-on in coding and mentoring your team.

• Lead and mentor a team of internal tool and automation developers, driving technical direction and managing Agile sprints.
• Own the tooling and automation roadmap that powers the technical support experience, designing the tools and architecture for case resolution.
• Actively write, review, and ship code in Python, TypeScript/JavaScript, and Apex, while championing an AI-first development pipeline.

• 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)
• 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 the code
• 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
• 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
• Experience with everyday development and deployment tooling, including Terraform, Docker, Git, CI/CD pipelines, and managing changes across both cloud services and CRM sandboxes
• 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
• Candidates must meet EAR part 772 and ITAR 120.15 definition of a U.S. person (Any individual who is granted U.S. citizenship; or any individual who is granted U.S. permanent residence (green card holder); or any individual who is granted status as a "protected person") and reside in the contiguous United States
• Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship
• Familiarity with integrating workplace and support tools like Slack (bots and workflows), Jira, Zoom, and BI reporting pipelines
• Experience building ticket routing, scheduling, and team availability tools that factor in queues, engineer skills, and global shift coverage
• 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)
• Prior customer-facing experience in a technical support role, preferably at a B2B technology company
• Track record of building practical productivity tools for internal teams, such as Chrome extensions, VS Code extensions, or cloud-hosted workspaces
• 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)