Director of Global Developer Success

Responsibilities

• Build and lead Global Developer Success by hiring, coaching, and developing high-performing support engineers and managers
• Create the support operating system including SLAs/OLAs, triage processes, escalation paths, and RCA standards
• Raise the quality bar by measuring customer effort, resolution confidence, and communication quality
• Harden Slack and customer response models to ensure predictable, high-quality service
• Protect Engineering focus by building runbooks, diagnostics, and high-quality escalation packets to reduce avoidable escalations
• Lead escalation and incident discipline, establishing clear roles for technical leads and communications owners
• Build technical depth and enablement through career paths, training, and mentorship
• Partner across Product, Engineering, Sales, and Solutions Architecture to turn support signals into product improvements
• Use tooling and AI pragmatically to improve routing, deflection, and analytics
• Represent Temporal in strategic escalations and high-stakes enterprise support conversations

Requirements

• 12+ years of experience in technical support, customer engineering, SRE, or infrastructure engineering
• 5+ years of experience leading support or customer-facing engineering teams
• Proven experience scaling technical support for deeply technical B2B products (developer tools, cloud infra, or distributed systems)
• Experience managing managers and building operational systems like metrics, staffing models, and queue management
• Strong technical credibility in APIs/SDKs, Kubernetes, cloud-native infrastructure, and distributed systems
• Deep understanding of support quality metrics including SLA attainment, CSAT, and resolution time
• Strong customer communication skills for high-pressure incident response and RCA conversations
• High ownership and builder mindset with the ability to create clarity in ambiguous systems

Preferred Qualifications

• Experience with Temporal, Cadence, or workflow orchestration systems
• Experience in consumption-based or open-source developer-led support motions
• Hands-on background with Kubernetes, Docker, AWS/GCP/Azure, Go, Java, Python, or TypeScript
• Experience building Tier 3/elite support or 24/7 critical escalation coverage
• Familiarity with modern AI support systems and tools like Zendesk or Pylon

About the Company

Temporal is an open source programming model that simplifies code and makes applications more reliable. We are on a mission to be the reliable foundation of every developer’s toolbox.