Director, Global Developer Success

Responsibilities

• Build and lead Global Developer Success by hiring, coaching, developing, retaining, and performance-managing support engineers, managers, and specialists across tiers, regions, and customer segments.
• Define the support operating system, including SLAs/OLAs, ticket and Slack triage, queue ownership, severity definitions, tiering, escalation paths, incident communications, RCA standards, quality review, staffing, and operating cadence.
• Improve support quality using customer effort, touches to resolution, reopen rate, handoffs, recurrence, communication quality, resolution confidence, and customer-visible ownership metrics.
• Establish a defined Slack service model with acknowledgement standards, urgent paths, conversion-to-ticket rules, coverage, manager review, and customer-facing expectations.
• Reduce avoidable Engineering escalations through runbooks, diagnostics, knowledge systems, reproducibility standards, technical triage, and high-quality escalation packets.
• Establish roles and processes for technical leads, escalation managers, communications owners, Support, Engineering, Solutions Architecture, Platform Architecture, and Sales during incidents and critical escalations.
• Create career paths, training, mentorship, certification, quality review, and hands-on learning programs for support engineers.
• Partner with Product, Engineering, Sales, Solutions Architecture, Platform Architecture, Customer Success, Docs, DevRel, and Services to turn support signals into product, documentation, enablement, and lifecycle improvements.
• Improve routing, deflection, summaries, analytics, knowledge surfacing, diagnostics, and customer communication using tooling and AI.
• Engage directly in strategic escalations, high-stakes incidents, enterprise support conversations, QBR/EBR inputs, and executive readouts.

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.
• Experience building and scaling technical support operations for a deeply technical B2B product, ideally in developer tools, cloud infrastructure, data platforms, observability, AI infrastructure, open source, or distributed systems within a GTM organization.
• Experience managing managers and building systems for metrics, operating cadence, queue management, quality review, staffing models, tiering, escalation paths, and performance management.
• Technical credibility with developers, support engineers, SREs, platform engineers, and product engineers.
• Ability to reason about APIs/SDKs, cloud-native infrastructure, Kubernetes, observability, distributed systems, reliability, incident response, and debugging workflows.
• Track record reducing avoidable Engineering escalations while improving the quality of product and engineering signal.
• Deep understanding of support quality metrics, including response time, resolution time, customer effort, touches, reopens, recurrence, backlog, SLA/OLA attainment, deflection, CSAT, sentiment, and case quality.
• Strong customer communication skills in high-pressure situations, including writing updates, leading RCA conversations, setting expectations, and coaching others.
• Clear philosophy for hiring, onboarding, leveling, progression, coaching, retention, and performance management.
• High ownership and builder mindset.

Nice-to-haves

• Experience with Temporal, Cadence, workflow engines, orchestration systems, event-driven architecture, distributed applications, or production reliability tooling.
• Experience in consumption-based, open-source, developer-led, or mission-critical enterprise support motions.
• Experience working within a GTM organization.
• Experience with support tooling and AI support systems such as Pylon, Zendesk, Kapa-like deflection, knowledge automation, case analytics, or incident communications tooling.
• Hands-on experience with Kubernetes, Docker, AWS, Google Cloud, Azure, Prometheus, Grafana, Datadog, OpenTelemetry, Terraform, Go, Java, Python, or TypeScript.
• Experience building Tier 3 or elite support, OSS/community support, self-hosted support, premium support, or 24/7 critical escalation coverage.

Compensation and Benefits

• Estimated pay range: $220,000–$270,000, based on experience and location.
• Eligible for stock options as part of the equity plan.
• Unlimited PTO, 12 holidays, and 2 floating holidays.
• 100% premium coverage for medical, dental, and vision insurance.
• AD&D, long-term and short-term disability, and life insurance.
• Empower 401(k) plan.
• Learning and development, lifestyle spending, home office setup, professional memberships, work-from-home meals, internet stipend, and other perks.
• Occasional travel may be required for company events, team offsites, and other in-person activities.