Wiz · 5 hours ago
Director, Critical Accounts Support
United States
Full-time
Remote
Director/Executive
$204K/yr - $280K/yr
10+ years expWiz is a leading company in cloud security, dedicated to empowering businesses to thrive in the cloud. The Director, Critical Accounts Support will lead a specialized engagement program for complex customers, focusing on technical execution and account stabilization while also building and mentoring a team to enhance support capabilities.
Cloud SecurityCyber SecurityEnterprise SoftwareSecurity
No H1B
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
Qualification
Required
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
Preferred
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
Benefits
Medical, dental and vision insurance
Home Office Setup reimbursement
Flexible Spending Accounts
Monthly Connectivity reimbursement
Employee Assistance Program (EAP)
Short- and Long-term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan (with employer match)
Flexible paid time off + 11 paid holidays
Paid leave programs, including parental, pregnancy health, medical and bereavement leave
Company
Wiz
Wiz is a cloud security platform that facilitates collaboration between security, dev, and DevOps teams.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$2BKey Investors
SoftBank Vision FundG SquaredSalesforce Ventures
2025-03-18Acquired
2024-11-18Series Unknown
2024-05-07Series E· $1B
Leadership Team
Assaf Rappaport
Co-Founder & CEO
Yinon Costica
Co-Founder and VP of Product
Recent News
2026-01-24
2026-01-22
2026-01-17
Company data provided by crunchbase