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Director, Critical Accounts Support

1 month ago
United States
Full-time
Executive
Technical Account Manager
Project and Program Management
AWS Azure Docker GCP Go Java Kubernetes Machine Learning Python
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Wiz

Wiz

Wiz is a leading cloud security platform trusted by Fortune 100 companies to prevent data breaches and vulnerabilities, enabling faster and secure cloud development.

IT Services
251-1K
Founded 2020
$900M raised
View All Jobs 28

Description

  • Act as a hands-on technical lead for assigned critical accounts to investigate, debug, and resolve complex technical support cases and escalations.
  • Analyze accounts with high ticket volumes to identify root causes (product education, configuration drift, or bugs) and implement systematic fixes.
  • Work with customer teams to refine internal workflows so routine requests are resolved internally before escalating to Wiz.
  • Serve as the primary technical owner during critical incidents and drive timely resolution with urgency.
  • Own resolution of critical issues by building strong relationships and coordinating with internal technical teams including CTO, Engineering, and Product.
  • Recruit, hire, mentor, and grow a team of specialized Support Engineers to expand the Critical Accounts program.
  • Regularly present program health, success metrics, and account status updates to Wiz executive leadership.
  • 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 actionable feedback to Product and Engineering and influence the roadmap to reduce support burden.

Requirements

  • 10+ years of industry experience with strong proficiency in Technical Support.
  • 7+ years of people management experience with a history of hiring and developing technical teams.
  • Proven experience turning around "at-risk" or high-volume accounts and driving technical stability and customer satisfaction.
  • Experience balancing deep technical work with high-level program management and executive reporting (operational agility).
  • Advanced knowledge of major cloud providers (AWS, Azure, GCP) and their security models.
  • Hands-on ability to read and debug code (Python, Go, Java, Shell) and use command-line tools.
  • Solid understanding of Kubernetes, containerization, and modern infrastructure-as-code environments.
  • Experience building specialized escalation teams or “Red Account” programs (nice to have).
  • Experience with AI/ML, API-based integrations, or automations to improve support scalability and familiarity with cloud security frameworks and vulnerability management (nice to have).
  • Must have the legal right to work in the country where the position is based; this role does not offer visa sponsorship.

Benefits

  • Medical, dental, and vision insurance.
  • Home office setup reimbursement and monthly connectivity reimbursement.
  • Flexible Spending Accounts and Employee Assistance Program (EAP).
  • Short- and long-term disability insurance, plus life & accident insurance.
  • 401(k) retirement savings plan with employer match.
  • Flexible paid time off plus 11 paid holidays.
  • Paid leave programs including parental, pregnancy health, medical, and bereavement leave.
  • Role is eligible for Wiz’s equity plan and incentive compensation; US base pay range $204,000–$280,500 USD.

Interested in this position?

Apply directly on the company website

Apply Now

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