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Verkada Logo Verkada · Customer Service

Cap smokejumper

United States, San Mateo 120000.00 - 160000.00 USD / Year · Job Posted January 10, 2026
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Job Description

The Critical Accounts Program (CAP) is our "last line of defense" when we are at risk of losing a relationship. As a CAP Smokejumper, you don’t just manage cases; you drop into and access high-stakes situations, marshall the resources needed to stabilize the client, and ensure they are happy before moving to the next mission.

Job Responsibility

  • Rapid Incident Command: Take end-to-end ownership of escalated customer cases, driving swift, high-impact solutions to restore confidence
  • Executive Advocacy: Serve as the single point of contact for customer executives, providing transparent diagnosis and expedited problem resolution
  • On-Site Deployment: Be ready to travel at a moment’s notice to meet with customers face-to-face or perform in-depth on-site troubleshooting
  • Strategic Alignment: Coordinate across Engineering, Product, Sales, and Support to prioritize the fixes our customers need most
  • Insights for Growth: Translate customer pain points into actionable insights that influence the long-term product roadmap and strengthen long-term partnerships

Requirements

  • 3–6+ years of experience getting things done with real impact
  • Deep technical knowledge in a specific technology area (e.g., networking, storage)
  • Ability to manage high-level customers and mission-critical situations with composure
  • Highly organized and capable of managing multiple complex escalations simultaneously
  • Must be independently authorized to work in the U.S.

What we offer

  • Compensation comprised of base compensation and commissions
  • May be eligible for sales incentives, discretionary bonuses, and/or equity in the company in the form of restricted stock units (RSUs)
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