Director of Critical Accounts Support, Wiz

• 10+ years of industry experience, with strong proficiency in Technical Support, DevOps, or Site Reliability Engineering
• 7+ years of people management experience, with a history of hiring and developing technical teams
• Turnaround Expertise: Proven ability to step into "at-risk" or high-volume accounts and drive technical stability and customer satisfaction
• Operational Agility: Experience balancing deep technical work with high-level program management and reporting
• Cloud Proficiency: Advanced knowledge of major cloud providers (AWS, Azure, GCP) and their associated security models
• Hands-on Skills: Experience reading and debugging code (Python, Go, Java, Shell) and using command-line tools
• Infrastructure: Solid understanding of Kubernetes, containerization, and modern infrastructure-as-code environments

Desirable

• We are seeking a Director, Critical Accounts Support to lead a specialized high-touch engagement program for our most complex customers
• This is a unique "builder" role that requires a blend of deep technical expertise and strategic leadership
• Initially, you will operate as a hands-on technical expert, embedding yourself in accounts with high ticket volumes and chronic technical hurdles to resolve cases directly
• Your primary goal is to stabilize these critical relationships by solving immediate technical debt and streamlining how these customers interact with Wiz
• As you establish the playbook for stabilizing these accounts, you will hire and build a team to scale this function
• You will provide regular program status updates to Wiz executive leadership while partnering directly with customer executives and practitioners to ensure long-term success
• Partnering directly with both customer executives and practitioners will be key to ensuring long-term customer success
• You will also be responsible for providing regular program status updates to Wiz executive leadership
• Act as a hands-on technical lead for assigned critical accounts; investigate, debug, and resolve complex technical support cases and escalations
• Analyze accounts suffering from "ticket fatigue" to identify root causes (product education, configuration drift, or bugs) and implement systematic fixes
• Work with customer teams to refine their internal workflows, enabling them to resolve routine requests internally before escalating to Wiz
• Serve as the primary technical owner during critical incidents, driving them to resolution with urgency
• Own the resolution of critical issues by establishing strong relationships with internal technical teams, including the CTO, Engineering, and Product departments, and driving the path to success
• Recruit, hire, and mentor a team of specialized Support Engineers to expand the capacity and reach of the Critical Accounts program
• Regularly present program health, success metrics, and account status updates to the Wiz executive team
• Partner with customer executives (CISOs, VPs of Engineering) to provide technical assurance and demonstrate progress on chronic issues
• Aggregate data from high-volume accounts to provide clear, actionable feedback to Product and Engineering teams, influencing the roadmap to reduce support burden
• Act as a key member of the wider Customer Success Extended Leadership team, contributing positively to our mission and transformation