Director, Global Developer Success

About the role

This role will lead operational priorities where safety, quality, compliance, and execution discipline are central to success. You will collaborate with field leadership, support functions, and cross-functional stakeholders to improve accountability, service delivery, and operational consistency. The position offers the opportunity to influence operational scale, customer outcomes, and organizational performance within a technology-driven environment.

Location: Remote - US based candidates only, no visa sponsorship available

Responsibilities

• Build and lead a high-performing Global Developer Success team
• Define and implement support operating systems and SLAs
• Enhance support quality metrics beyond basic customer satisfaction
• Establish clear communication paths for escalated incidents
• Create systems to reduce avoidable escalations
• Manage cross-functional roles during escalations and critical incidents
• Develop career paths and training initiatives for technical support staff
• Leverage technology and AI to improve support efficiency
• Engage with customers during strategic events and high-stakes incidents

Qualifications

• 12+ years in technical support or related roles, with 5+ years in leadership
• Experience scaling technical support operations for B2B products
• Proficient in managing support metrics, staffing, and escalation processes
• Strong technical knowledge in APIs, cloud infrastructure, and distributed systems
• Ability to reduce escalations while enhancing product feedback quality
• Exceptional customer communication in challenging situations
• Deep understanding of support quality metrics and frameworks

Pay

$220,000 – $270,000 annually

Benefits

• Unlimited PTO with 12 Holidays + 2 Floating Holidays
• 100% coverage for medical, dental, and vision premiums
• Comprehensive disability and life insurance options
• Empower 401K Plan
• Extensive learning and development perks
• Home office setup assistance and lifestyle spending account