Global Developer Success Director

Temporal Technologies; New York (NY); On-site; USD 178,000 - 292,000; Full time

Job summary

Temporal Technologies in New York seeks a Director, Global Developer Success to lead and scale a deeply technical support organization. The role focuses on turning technical response into a repeatable, measurable advantage across cloud-native environments and mission-critical workloads.

The leader will implement a rigorous operating model, drive KPI-driven improvements, and partner with Product, Engineering, and GTM teams to reduce escalations and accelerate customer outcomes.

Qualifications

• 12+ years of experience in technical support, customer engineering, SRE, solutions engineering, or similar roles with 5+ years leading teams.
• Experience building and scaling technical support operations for deeply technical B2B products.
• Experience managing managers and building systems: metrics, cadence, queue management, escalation paths, and performance management.
• Strong technical credibility with developers, support engineers, SREs, platform engineers, and product engineers.

Responsibilities

• Build and lead Global Developer Success: hire, coach, develop, retain, and manage teams across regions and customer segments.
• Create the support operating system: define SLAs/OLAs, triage, queue ownership, severity, escalation, incident communications, RCA standards, and staffing.
• Raise the quality bar by measuring customer effort, resolution, reopen rate, and ownership.
• Harden Slack and customer response with defined service models, coverage, and executive-facing expectations.
• Protect engineering focus by building runbooks, diagnostics, knowledge systems, and escalation packets.
• Lead incident discipline with clear roles for technical leads, escalation managers, and communications owners.

Skills

Leadership

Technical credibility

Incident management

Kubernetes

Docker

Cloud platforms

Observability

OpenTelemetry

Terraform

Programming basics

GTM experience

Tools

Kubernetes

Docker

AWS/GCP/Azure

Prometheus/Grafana

Datadog

OpenTelemetry

Terraform

Job description

Temporal Technologies in New York seeks a Director, Global Developer Success to lead and scale a deeply technical support organization. The role focuses on turning technical response into a repeatable, measurable advantage across cloud-native environments and mission-critical workloads.

The leader will implement a rigorous operating model, drive KPI-driven improvements, and partner with Product, Engineering, and GTM teams to reduce escalations and accelerate customer outcomes.