[Remote] Manager of Applied AI, Solutions Support Engineering

Note: The job is a remote job and is open to candidates in USA. Wiz is hiring a Manager of Applied AI, Solutions Support Engineering to lead the internal tool and automation developers who build the systems behind its technical support experience. The role owns the support tooling roadmap and Zendesk environment, develops integrations and AI-powered workflows, and maintains the cloud infrastructure that supports these tools.

Responsibilities

• Lead, mentor, and guide an AI-first team of internal tool and automation developers, scheduling and running sprints in Jira, managing epics and defects, and driving day-to-day technical execution and team growth
• Own the tooling and automation roadmap that powers our technical support experience, designing the tools and architecture that handle the heavy lifting of case resolution
• Serve as a hands-on technical leader, actively writing, reviewing, and shipping code in Python, TypeScript/JavaScript, and Apex across internal web apps, background automation jobs, and CRM integrations
• Champion an AI-first development pipeline by using AI models, APIs, and coding tools (like Gemini and Claude Code) to build internal tools faster, power automated ticket triage and pre-investigation workflows, and maintain high quality and reliability across our automations
• Own the administration, architecture, and custom development of our Zendesk platform (including embedded apps, webhooks, declarative workflows, and routing/SLA logic), while building custom integrations and workflows across ServiceNow and Salesforce (including Apex code)
• Lead the development and maintenance of our internal support tooling suite, including skills- and availability-based ticket routing, browser and IDE extensions, and integrations with Slack, Jira, Zoom, and PagerDuty
• Maintain the cloud infrastructure that runs our support tools and automations on Google Cloud Platform (GCP) using containerized services, PostgreSQL, BigQuery, Pub/Sub, and Terraform while keeping access and customer data secure
• Partner closely with Support leadership, frontline Solutions Support Engineers, Product, and the CTO team to spot workflow bottlenecks and build new tools and automations that keep AI at the forefront of our support experience

Skills

• 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
• 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)
• 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 (e.g., PostgreSQL), data warehouses (e.g., 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 the development lifecycle
• Experience with everyday development and deployment tooling, including Terraform, Docker, Git, CI/CD pipelines, and managing changes across both cloud services and CRM sandboxes
• 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")
• 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)
• 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)
• Track record of building practical productivity tools for internal teams, such as Chrome extensions, VS Code extensions, or cloud-hosted workspaces
• Experience building ticket routing, scheduling, and team availability tools that factor in queues, engineer skills, and global shift coverage
• Familiarity with integrating workplace and support tools like Slack (bots and workflows), Jira, Zoom, and BI reporting pipelines
• Prior customer-facing experience in a technical support role, preferably at a B2B technology company
• Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship
• Prior customer-facing experience in a technical support role, preferably at a B2B technology company

Benefits

• Remote work in the contiguous United States

Company Overview