Director, Critical Accounts Support

Come join the company that is reinventing cloud security and empowering businesses to thrive in the cloud. As the fastest-growing startup ever, Wiz is on a mission to help organizations secure cloud environments that will accelerate their businesses. Trusted by security teams all over the world, we have a proven track record of success and a culture that values world-class talent.

Our Wizards from over 20 countries work together to protect the infrastructure of our hundreds of customers, including over 50% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but it’s still early enough for you to make a significant impact. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our record growth. Come join our team and help us create secure cloud environments that allow the best companies to move faster.

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.

Benefits

Wiz offers a competitive package of benefits and programs to support you and your family. Below provides a description of our current benefits for employees in the US. Specific benefits may vary by location.

Health & Welfare Benefits

• Medical, dental and vision insurance

• Home Office Setup reimbursement

• Flexible Spending Accounts

• Monthly Connectivity reimbursement

• Employee Assistance Program (EAP)

Financial Benefits

• Short- and Long-term Disability Insurance

• Life & Accident Insurance

• 401(k) Retirement Savings Plan (with employer match)

Time Off

• Flexible paid time off + 11 paid holidays

• Paid leave programs, including parental, pregnancy health, medical and bereavement leave

Compensation

Starting compensation will be determined based on various factors, including but not limited to, the candidate's job-related experience, skills and geographic location. Your Talent Partner can share more about the specific salary range during the hiring process.

This role is eligible to participate in Wiz’s equity plan and may also include incentive compensation.

The annual base salary range for this full-time position is listed below.

US Base Pay Range
$204,000—$280,500 USD

Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship. This role does not offer visa sponsorship.

Wiz is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

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