Manager of Applied AI, Solutions Support Engineering

Title: Manager of Applied AI, Solutions Support Engineering Location: Remote - USA

Minimum qualifications:

• 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") and reside in the contiguous United States.

Preferred qualifications:

• 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.

About the job:

At Wiz, technical support is never an afterthought. It is core to how our platform functions and a key part of how we create magic for our customers every day. To deliver a truly magical support experience at global scale, we put AI at the forefront of how we operate. As a Manager of Applied AI, Solutions Support Engineering, you will be an AI-first technical leader guiding the team of internal tool and automation developers who build the tools and architecture that make this experience possible.

Rather than managing customer-facing support engineers directly, you will lead the builders behind our support platform ecosystem. You will own our primary Zendesk ticketing environment, build integrations with Salesforce and ServiceNow, and lead the development of our intelligent ticket routing, browser and IDE extensions, and automated triage, pre-investigation, and resolution workflows.

You will thrive in this role not only by leading and mentoring your team, but by getting your hands directly into the technology. Leading from the front, you will split your time between writing and reviewing code alongside your team, using AI models and tools like Gemini and Claude Code to build internal tools and run our development pipeline, owning our Zendesk platform, and coaching the developers who power our support organization.

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.