Global Developer Success Director

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

Job summary

Temporal is hiring a Director, Global Developer Success to lead a deeply technical support organization. You will build and scale a world-class team across regions, setting SLAs, triage, and incident standards while turning customer interactions into measurable outcomes.

You will drive quality metrics beyond CSAT, improve operational rigor, and partner with Product, Engineering, and Sales to translate support signals into product and lifecycle improvements.

Qualifications

• 12+ years in technical support, customer engineering, SRE, or similar roles with leadership experience.
• Experience building and scaling technical support operations for complex B2B products.
• Proven track record in metrics, cadence, queue management, and escalation governance.
• Strong ability to communicate with developers, engineers, and product teams under pressure.

Responsibilities

• Build and lead Global Developer Success with cross-regional teams across tiers and segments.
• Define SLAs/OLAs, triage processes, escalation paths, and incident communications.
• Improve customer experience by measuring effort, handoffs, recurrence, and ownership.
• Harden Slack-based response into a formal service model with standards and coverage rules.
• Reduce escalations while ensuring high-quality signals reach Product/Engineering.

Skills

Leadership

People management

Strategic thinking

Technical credibility

Support operations

Incident management

KPI & process design

Stakeholder communication

Customer empathy

Hiring & coaching

Operational rigor

Budgeting & planning

Tools

Slack

RCA processes

Job description

Temporal is hiring a Director, Global Developer Success to lead a deeply technical support organization. You will build and scale a world-class team across regions, setting SLAs, triage, and incident standards while turning customer interactions into measurable outcomes.

You will drive quality metrics beyond CSAT, improve operational rigor, and partner with Product, Engineering, and Sales to translate support signals into product and lifecycle improvements.