Director, Critical Accounts Support

Wiz•New York City, NY

23d

About The Position

Summary 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. What You’ll Do Technical Execution & Account Stabilization 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. Program Leadership 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. What You’ll Bring Experience 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. Technical Expertise 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. Nice to Have Previous experience building a "Red Account" or specialized escalation team from scratch. Experience with AI, ML, API-based integrations, and/or automations to solve support scalability issues. Familiarity with cloud security frameworks, vulnerability management, and cloud architecture.

Requirements

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.

Nice To Haves

Previous experience building a "Red Account" or specialized escalation team from scratch.
Experience with AI, ML, API-based integrations, and/or automations to solve support scalability issues.
Familiarity with cloud security frameworks, vulnerability management, and cloud architecture.

Responsibilities

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.