• 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.