IT Support Manager - Customer Care

Job Description

As an IT Support Manager for Customer Care at Wix, you’ll oversee the technical aspects of systems and flow optimization, ensuring that IT systems and infrastructure support efficient Customer Care operations. You’ll leverage your technical expertise and understanding of Customer Care processes to lead our team in troubleshooting and innovation. In your day-to-day, you will:

• Conduct in-depth root cause analysis of recurring technical issues, propose long-term solutions to prevent future issues
• Conduct market research to find the best tools, systems, and technical solutions for IT Customer Care needs
• Oversee network infrastructure, including setup, configuration, and troubleshooting of LAN/WAN, VPNs, firewalls, and routers
• Design and implement integrations between various systems to improve workflow efficiency and data consistency across platforms
• Provide Level 2/3 technical support, respond to and resolve escalated IT tickets and troubleshoot user issues
• Use APIs, middleware, or scripting to link different applications (e.g., Google Workspace, Jira, CRM systems) and ensure data flow between them
• Advocate for the Customer Care experience, educating internal stakeholders on technical requirements and limitations
  
  

Qualifications:

• 5+ years of experience in System IT roles and management experience
• Knowledge of Active Directory, Google Workspace, Okta, SSO, etc.
• Experience with Windows, Linux, and macOS environments, including installations, upgrades, and configurations
• Familiarity with managing and configuring Jira and JSM, including workflow customization and issue tracking
• Passion for solving problems and helping others with a true service-oriented mindset
• Flexibility to handle out-of-hours IT-related incidents or issues
  
  

About The Team

We’re Wix’s IT System team. We’re an innovative, dynamic team who are focused on security and available, scalable, and performant microservices. We use cutting-edge technologies such as OPA, Terraform, Kubernetes, Istio, and Argo to solve complex problems related to distributed systems. We’re responsible for shaping the architecture of our backend microservices with a focus on complexity and security.

About Wix:

Wix makes it possible for anyone to succeed online.

Since 2006, we've grown to around 5,500 employees in 22 countries, launched over 40 products, and serve over 243 million users and their visitors worldwide.

At Wix, we push you to innovate, evolve in non-traditional ways, and collaborate. We operate in small teams that work closely together at a high level.

We're proud to be an equal opportunity employer. Wix was built around the idea that everyone has the right to be successful, online. This same vision defines us as an employer: creating a work environment where everyone is welcome, and anyone has the right to succeed.