Director, Global Developer Success — Equity & Unlimited PTO

Temporal Technologies; United States; Remote; USD 220,000 - 270,000; Full time

Benefits offered by this job

Unlimited PTO

Premium medical coverage

401K plan

Job summary

Temporal Technologies is hiring a Director, Global Developer Success to lead and scale a deeply technical support organization. This role focuses on turning customer technical responses into a repeatable advantage, covering cloud-native environments, distributed systems, SDKs, and observability stacks across regions.

The role emphasizes building a world-class support function with clear KPIs, SLAs, and escalation processes, while maintaining strong customer empathy and technical credibility.

Qualifications

• 12+ years in technical support, customer engineering, SRE, or similar roles.
• 5+ years leading support or customer-facing engineering teams.
• Experience building and scaling technical support for DevOps / developer tools.

Responsibilities

• Build and lead Global Developer Success across tiers and regions.
• Define SLAs/OLAs, ticket triage, escalation paths, and incident communications.
• Raise the quality bar by measuring customer effort and resolution metrics.
• Harden Slack and customer response with defined service models and escalation rules.
• Protect Engineering focus by building runbooks, diagnostics, and knowledge systems.
• Lead incident discipline with clear roles for technical leads and managers.
• Ensure incidents are communicated clearly and followed by RCAs.
• Build technical depth and enablement through training and mentorship.
• Partner with Product, Engineering, and Customer Success to improve signals into product and docs.
• Use AI and tooling to improve routing, summaries, analytics, and customer communications.

Skills

APIs/SDKs

Cloud infrastructure

Customer communication

Tools

Kubernetes

AWS/GCP/Azure

Docker

Prometheus/Grafana

Job description

Temporal Technologies is hiring a Director, Global Developer Success to lead and scale a deeply technical support organization. This role focuses on turning customer technical responses into a repeatable advantage, covering cloud-native environments, distributed systems, SDKs, and observability stacks across regions.

The role emphasizes building a world-class support function with clear KPIs, SLAs, and escalation processes, while maintaining strong customer empathy and technical credibility.