Global Developer Success Director - Scale Technical Support

United States Digital Space LLC; United States; On-site; USD 220,000 - 270,000; Full time

Job summary

Temporal is hiring a Director, Global Developer Success to lead and scale our technical support organization. You will establish a repeatable, measurable operating model and elevated customer empathy across cloud-native, distributed systems, and AI-enabled workloads.

You will hire and coach engineers, define SLAs/OLAs, incident communications, and RCA standards while partnering with product and engineering to reduce escalations and improve product signal.

Qualifications

• 12+ years in technical support or customer-facing engineering roles with leadership experience.
• Proven ability to scale technical support operations for deeply technical B2B products.
• Experience building systems: metrics, cadence, queue management, escalation paths, and performance management.
• Strong credibility with developers, SREs, platform engineers, and product engineers.

Responsibilities

• Build and lead Global Developer Success across tiers and regions.
• Define SLAs/OLAs, triage processes, queue ownership, and incident communications.
• Raise quality by measuring customer effort, handoffs, and escalation outcomes.
• Lead incident discipline with clear roles and RCA practices.
• Create career paths, training, and mentorship to grow senior engineers.

Skills

Leadership experience

Technical support operations

GTM collaboration

Metrics and KPIs

Cloud infrastructure

SRE / DevOps

Customer communication

Hiring and coaching

Tools

Kubernetes

Docker

AWS

GCP

Azure

Datadog

Prometheus

Terraform

Job description

Temporal is hiring a Director, Global Developer Success to lead and scale our technical support organization. You will establish a repeatable, measurable operating model and elevated customer empathy across cloud-native, distributed systems, and AI-enabled workloads.

You will hire and coach engineers, define SLAs/OLAs, incident communications, and RCA standards while partnering with product and engineering to reduce escalations and improve product signal.