Director, Global Developer Success

Location: United States — remote opportunity. Occasional travel may be required for company events and team offsites.

Salary: $220,000–$270,000 per year, plus equity options.

Company

hirify.global develops open-source workflow orchestration technology that helps developers build reliable applications and manage complex, long-running workloads.

What you will do

• Lead, hire, coach, and develop global support engineers, managers, and technical specialists across tiers, regions, and customer segments.
• Design the support operating model, including SLAs and OLAs, ticket and Slack triage, queue ownership, severity definitions, escalation paths, incident communications, and RCA standards.
• Improve support quality using metrics such as customer effort, resolution time, touches, reopen rate, recurrence, backlog, SLA attainment, deflection, CSAT, and case quality.
• Reduce avoidable Engineering escalations through runbooks, diagnostics, knowledge systems, reproducibility standards, and high-quality escalation packets.
• Partner with Product, Engineering, Sales, Solutions Architecture, Customer Success, Documentation, Developer Relations, and Services to turn support insights into product and customer-lifecycle improvements.
• Represent hirify.global during strategic escalations, critical incidents, enterprise support conversations, executive readouts, and customer business reviews.

Requirements

• 12+ years of experience in technical support, customer engineering, SRE, solutions engineering, infrastructure engineering, or similar customer-facing technical roles.
• 5+ years leading support or customer-facing engineering teams, including experience managing managers and scaling technical support operations.
• Experience building metrics, operating cadences, queue management, quality review, staffing models, tiering, escalation paths, and performance-management systems.
• Strong technical credibility with APIs and SDKs, cloud-native infrastructure, Kubernetes, observability, distributed systems, reliability, incident response, and debugging workflows.
• Proven ability to reduce avoidable Engineering escalations while improving product and engineering signal when escalation is necessary.
• Must be based in the United States; strong customer communication and high ownership are required.

Nice to have

• Experience with hirify.global, Cadence, workflow engines, orchestration systems, event-driven architecture, or production reliability tooling.
• Experience with open-source, developer-led, consumption-based, or mission-critical enterprise support.
• Experience with Pylon, Zendesk, Kapa-like deflection, case analytics, incident communications tooling, or modern AI support systems.
• Hands-on experience with Kubernetes, Docker, AWS, GCP, Azure, Prometheus, Grafana, Datadog, OpenTelemetry, Terraform, Go, Java, Python, or TypeScript.
• Experience building Tier 3, elite, OSS/community, self-hosted, premium, or 24/7 critical escalation support.

Culture & Benefits

• Globally distributed, collaborative environment with values centered on curiosity, drive, collaboration, authenticity, and humility.
• Unlimited PTO, paid holidays, and floating holidays for U.S. employees.
• Full medical, dental, and vision premium coverage, plus disability and life insurance.
• 401(k) plan and support for learning, professional memberships, lifestyle spending, home-office setup, work-from-home meals, and internet costs.
• International benefits and employment support are provided through Remote.com, with country-specific PTO and benefits.
• Occasional in-person company events and team offsites.