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Director, Global Developer Success

๐Ÿ•’ 25 days ago
Technical SupportCustomer EngineeringSRESolutions Engineering

๐Ÿ“œ Description

  • Build and lead Global Developer Success: Hire, coach, develop, retain, and performance-manage high-performing support engineers, managers, and specialists across tiers, regions, and customer segments.
  • Raise the quality bar: Move beyond CSAT alone by measuring customer effort, touches to resolution, reopen rate, handoffs, recurrence, communication quality, resolution confidence, and customer-visible ownership.
  • Harden Slack and customer response: Turn premium Slack response into a defined service model with acknowledgement standards, urgent paths, conversion-to-ticket rules, coverage model, manager review, and customer-facing
  • Protect Engineering focus through better support: Reduce avoidable escalations by building runbooks, diagnostics, knowledge systems, reproducibility standards, technical triage, and high-quality escalation packets.
  • Lead escalation and incident discipline: Establish crisp roles for technical lead, escalation manager, communications owner, Support, Engineering, SA, Platform Architecture, and Sales.

๐Ÿ› ๏ธ 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.
  • Proven experience building and scaling technical support operations for a deeply technical B2B product.
  • Strong technical credibility with developers, support engineers, SREs, platform engineers, and product engineers.
  • Track record reducing avoidable Engineering escalations while improving the quality of product and engineering signal.
  • Deep understanding of support quality metrics: response time, resolution time, customer effort, touches, reopens, recurrence, backlog, SLA/OLA attainment.
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