Director of Global Developer Success (Software)

Director of Global Developer Success

Company

Temporal

Conditions

Full-time Middle 🇺🇸 USA 🚀 Management 🏠 Remote Job description

Director of Global Developer Success

Summary Temporal is hiring a Senior Manager, Developer Success to lead and scale our deeply technical support organization. This is a high-impact leadership role responsible for turning customer technical response into a repeatable, measurable, and differentiated advantage for Temporal. Developer Success is the team customers rely on when they need fast, confident support for complex developer and infrastructure issues. The team helps users deploy, operate, debug, and scale Temporal across cloud-native environments, distributed systems, SDKs, observability stacks, and mission-critical workloads. The next phase requires a leader who can preserve technical excellence and customer empathy while building the operational rigor of a world-class support function.

What you will do

• 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.
• Create the support operating system: Define SLAs/OLAs, ticket and Slack triage, queue ownership, severity definitions, tiering, escalation paths, incident communications, RCA standards, quality review, staffing, and operating cadence.
• 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 expectations.
• 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. Ensure incidents and critical escalations are communicated with clarity and followed by useful RCAs.
• Build technical depth and enablement: Create career paths, training, mentorship, certification, quality review, and hands-on learning that help junior engineers become senior/staff support engineers and help senior engineers scale their expertise.
• Partner across the company: Work closely with Product, Engineering, Sales, Solutions Architecture, Platform Architecture, Customer Success, Docs, DevRel, and Services to ensure support signal turns into product, documentation, enablement, and customer lifecycle improvements.
• Use tooling and AI pragmatically: Improve routing, deflection, summaries, analytics, knowledge surfacing, diagnostics, and customer communication while measuring real operating outcomes rather than tool adoption alone.
• Represent Temporal with customers: Engage directly in strategic escalations, high-stakes incidents, enterprise support conversations, QBR/EBR inputs, and executive readouts when support experience affects customer trust.

What you will bring

• 12+ years of experience in technical support, customer engineering, SRE, solutions engineering, infrastructure engineering, or similar customer-facing technical roles, with 5+ years leading support or customer-facing engineering teams.
• Proven 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 the systems that make teams run: metrics, operating cadence, queue management, quality review, staffing models, tiering, escalation paths, and performance management.
• Strong 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 when escalations are needed.
• Deep understanding of support quality metrics: 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. Ability to write crisp updates, lead customer-facing RCA conversations, set expectations, and coach others to communicate clearly.
• Clear philosophy for hiring, onboarding, leveling, progression, coaching, retention, and performance management for technical support engineers and support managers.
• High ownership and builder mindset. Ability to create clarity in ambiguous systems, ship v1 processes quickly, and iterate with data and customer evidence.

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.
• Energized by working within a GTM organization.
• Experience with support tooling and modern AI support systems such as Pylon, Zendesk, Kapa-like deflection, knowledge automation, case analytics, or incident communications tooling.
• Hands-on background with Kubernetes, Docker, AWS/GCP/Azure, Prometheus/Grafana, Datadog, OpenTelemetry, Terraform, Go, Java, Python, TypeScript, or similar technologies.
• Experience building Tier 3 / elite support, OSS/community support, self-hosted support, premium support, or 24/7 critical escalation coverage.

Compensation

The estimated pay range for this role is $190,000 - $230,000 based on experience and location. Equity Options - Eligible for stock options as part of Temporal's equity plan. Compensation ranges reflect salary and commission compensation (when applicable) across several geographic markets. Employment offers carefully consider multiple factors, including prior experience, knowledge, expertise, skillset, market location, and job level assessed during the interview process.

Employee benefits and perks

U.S. Benefits: Unlimited PTO, 12 Holidays + 2 Floating Holidays; 100% Premiums Coverage for Medical, Dental, and Vision; AD&D, LT & ST Disability, and Life Insurance (Standard & Supplemental Available); Empower 401K Plan. Additional Perks for Learning & Development, Lifestyle Spending, Home Office Setup, Professional Memberships, WFH Meals, Internet Stipend and more! International Benefits: PTO and Benefits outside the United States vary by country, issued in partnership with Remote.com. Perks for learning & career development, lifestyle spending account, home office setup, professional memberships, work-from-home meals, Calm app for mental wellness. Travel: Temporal is a globally distributed, collaborative team that values opportunities for in-person connection. Occasional travel may be required for company events, team offsites, and other moments.

Equal opportunity

Temporal Technologies is an Equal Opportunity Employer. We do not discriminate on race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, or any other basis. All employment decisions are based on qualifications, merit, and business need. We embrace diversity and provide access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, services, programs, and activities. If you need a reasonable accommodation, please let your Recruiter know. Apply for this job Please mention "I found this job at Remocate!"

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