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.

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.
Proven ability to step into 'at-risk' or high-volume accounts and drive technical stability and customer satisfaction.
Experience balancing deep technical work with high-level program management and reporting.
Advanced knowledge of major cloud providers (AWS, Azure, GCP) and their associated security models.
Experience reading and debugging code (Python, Go, Java, Shell) and using command-line tools.
Solid understanding of Kubernetes, containerization, and modern infrastructure-as-code environments.

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Technical SupportDevOpsSite Reliability EngineeringPythonGoJavaShellKubernetesinfrastructure-as-codecloud security models

Soft Skills

people managementtechnical leadershiprelationship buildingprogram managementcommunicationmentoringproblem-solvingdata analysiscustomer satisfactionpresentation skills