Director, Critical Accounts Support

TL;DR

Director, Critical Accounts Support: Leading a specialized high-touch engagement program for complex customers with an accent on stabilizing critical relationships by resolving technical debt. Focus on streamlining customer interactions, building a dedicated support team, and ensuring long-term customer success.

Location: Remote - USA

Salary: $204,000—$280,500 USD

Company

hirify.global is reinventing cloud security and empowering businesses to thrive in the cloud.

What you will do

• Act as a hands-on technical lead, investigating, debugging, and resolving complex technical support cases.
• Analyze accounts suffering from "ticket fatigue" to identify root causes and implement systematic fixes.
• Work with customer teams to refine their internal workflows, enabling them to resolve routine requests internally.
• Serve as the primary technical owner during critical incidents, driving them to resolution with urgency.
• Recruit, hire, and mentor a team of specialized Support Engineers to expand the capacity and reach of the Critical Accounts program.
• Provide clear, actionable feedback to Product and Engineering teams, influencing the roadmap to reduce support burden.

Requirements

• 10+ years of industry experience 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" accounts and drive technical stability and customer satisfaction.
• 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.

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.

Culture & Benefits

• Medical, dental, and vision insurance.
• Flexible Spending Accounts.
• Flexible paid time off + 11 paid holidays.
• 401(k) Retirement Savings Plan (with employer match).
• Employee Assistance Program (EAP).
• Home Office Setup reimbursement.