Director, Global Developer Success (Distributed Systems)

Location: Remote-first; most roles are remote in-country, while some are remote within a region. Occasional travel may be required for onboarding and team gatherings.

Company

hirify.global provides workflow orchestration technology for distributed, long-running, cloud-native, and AI-enabled applications.

What you will do

• Build, lead, and scale a global Developer Success organization across tiers, regions, and customer segments.
• Define the support operating model, including SLAs and OLAs, triage, queue ownership, severity levels, staffing, and escalation paths.
• Establish quality metrics covering customer effort, resolution time, handoffs, recurrence, communication quality, and case outcomes.
• Improve Slack-based premium support, incident communications, technical triage, runbooks, diagnostics, and root-cause analysis.
• Reduce avoidable Engineering escalations while improving the quality of product and engineering feedback.
• Partner with Product, Engineering, Sales, Solutions Architecture, Customer Success, Documentation, DevRel, and Services, while representing hirify.global in strategic customer escalations.

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.
• Experience scaling technical support operations for deeply technical B2B products in areas such as developer tools, cloud infrastructure, data platforms, AI infrastructure, or distributed systems.
• Strong technical credibility with APIs and SDKs, cloud-native infrastructure, Kubernetes, observability, distributed systems, reliability, incident response, and debugging workflows.
• Deep knowledge of support metrics, queue management, tiering, quality review, staffing, performance management, and escalation processes.
• Strong customer communication skills and experience leading high-pressure incident, escalation, and RCA conversations.

Nice to have

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

Culture & Benefits

• Remote-first working model with occasional onboarding and team-gathering travel.
• Some teams participate in an on-call rotation.
• Competitive benefits, equity, flexible time off, and support for learning, wellness, and home-office needs.