Director of Critical Accounts Support

Job Summary

A company is looking for a Director, Critical Accounts Support to lead high-touch engagement for complex customers.

Key Responsibilities

• Act as a hands-on technical lead for critical accounts, resolving complex support cases
• Recruit, hire, and mentor a team of Support Engineers to enhance the Critical Accounts program
• Present program health and account status updates to executive leadership while partnering with customer executives

Required Qualifications

• 10+ years of industry experience in Technical Support, DevOps, or Site Reliability Engineering
• 7+ years of people management experience with a track record of developing technical teams
• Proven ability to stabilize at-risk accounts and drive customer satisfaction
• Advanced knowledge of major cloud providers (AWS, Azure, GCP) and their security models
• Experience with coding (Python, Go, Java, Shell) and modern infrastructure technologies