Director of Global Developer Success & Scale

Temporal; New York (NY); Vor Ort; USD 178.000 - 292.000; Vollzeit

Zusammenfassung

Temporal is seeking a Director of Global Developer Success in New York to lead a deeply technical support organization. You will scale the team, define operating models, and turn customer technical responses into repeatable, measurable advantages for Temporal across cloud-native environments, distributed systems, SDKs, and mission-critical workloads.

You will build SLAs/OLAs, triage processes, and incident communications, while driving high-quality escalations, runbooks, and knowledge systems

Qualifikationen

• 12+ years of experience in technical support, customer engineering, SRE, or related roles with 5+ years leading teams.
• Experience building and scaling technical support operations for deeply technical B2B products.
• Strong credibility with developers, support engs, and platform engineers.

Aufgaben

• Build and lead Global Developer Success: hire, coach, develop, retain, and manage engineers and managers across regions.
• Create the support operating system: define SLAs/OLAs, triage, queue ownership, escalation paths, incident communications, RCA standards.
• Raise the quality bar: measure customer effort, touches to resolution, reopen rate, handoffs, and ownership.
• Harden Slack and customer response: establish service model with standards, urgent paths, and coverage rules.
• Protect Engineering focus through better support: build runbooks, diagnostics, knowledge systems, and escalation packets.
• Lead escalation and incident discipline with clear roles and RCAs.
• Build technical depth and enablement through training, mentorship, and certifications.
• Partner across the company to turn support signals into product and lifecycle improvements.

Kenntnisse

Technical leadership

Support operations

Executive communication

APIs/SDKs

Cloud infrastructure

Data-driven decisions

Tools

Kubernetes

Docker

Prometheus

Datadog

OpenTelemetry

Terraform

Jobbeschreibung

Temporal is seeking a Director of Global Developer Success in New York to lead a deeply technical support organization. You will scale the team, define operating models, and turn customer technical responses into repeatable, measurable advantages for Temporal across cloud-native environments, distributed systems, SDKs, and mission-critical workloads.

You will build SLAs/OLAs, triage processes, and incident communications, while driving high-quality escalations, runbooks, and knowledge systems