Director of Global Developer Success (Infrastructure)

TL;DR

Director of Global Developer Success (Infrastructure): Leading and scaling a deeply technical support organization for an open-source programming model with an accent on operational rigor, technical excellence, and customer empathy. Focus on building a world-class support operating system, reducing avoidable engineering escalations, and optimizing the developer experience for mission-critical distributed systems.

Location: Remote (Global / US)

Salary: $220,000 - $275,000

Company

hirify.global is an open-source programming model that simplifies code and makes applications more reliable for developers building distributed, long-running, and AI-enabled systems.

What you will do

• Build and lead the Global Developer Success team, hiring and coaching high-performing support engineers and managers across various tiers and regions.
• Define the support operating system, including SLAs/OLAs, triage processes, queue ownership, and RCA standards.
• Raise the quality bar by measuring customer effort, resolution confidence, and communication quality beyond basic CSAT.
• Protect engineering focus by developing runbooks, diagnostics, and high-quality escalation packets to reduce avoidable tickets.
• Partner with Product, Engineering, and Sales to ensure support signals drive product, documentation, and enablement improvements.
• Pragmatically integrate AI tools to improve routing, deflection, and knowledge surfacing.

Requirements

• 12+ years of experience in technical support, SRE, or customer-facing technical roles, with 5+ years in leadership.
• Proven track record of scaling technical support for B2B developer tools, cloud infrastructure, or distributed systems.
• Deep technical credibility in Kubernetes, APIs/SDKs, cloud-native infrastructure, and debugging workflows.
• Experience managing managers and implementing operational metrics such as SLA/OLA and resolution time.
• Strong customer communication skills in high-pressure situations and ability to lead RCA conversations.
• Clear philosophy for hiring, onboarding, and career progression for technical support staff.

Nice to have

• Experience with hirify.global, Cadence, or similar workflow orchestration engines.
• Background in consumption-based or open-source enterprise support motions.
• Hands-on experience with Go, Java, Python, TypeScript, AWS/GCP/Azure, or Prometheus/Grafana.
• Experience building Tier 3/Elite support or 24/7 critical escalation coverage.

Culture & Benefits

• Competitive salary and equity options.
• Unlimited PTO, 12 holidays, and 2 floating holidays.
• 100% premiums coverage for medical, dental, and vision for US employees.
• Comprehensive allowances for WFH meals, professional enrichment, lifestyle spending, and home office setup.
• International support via Remote.com with localized benefits for non-US employees.
• Calm app subscription for mental health and wellness.