Global Developer Success Leader

Temporal; Boston (MA); On-site; USD 178,000 - 292,000; Full time

Job summary

Temporal is seeking a Director, Global Developer Success to lead a deeply technical support organization. This role focuses on turning customer technical responses into a repeatable, measurable, and differentiated advantage for Temporal.

You will scale the team across regions and drive incident discipline, architecture of the support operating system, and high- quality customer interactions. The ideal leader commands 12+ years in technical support or related roles, with 5+ years in leadership,

Qualifications

• 12+ years in technical support or customer-facing engineering roles.
• 5+ years leading support or customer-facing engineering teams.
• Experience building and scaling technical support for a deeply technical B2B product.
• Strong credibility with developers, support engineers, and product/engineering.
• Experience with metrics, operating cadence, queue management, escalation paths, and RCA standards.
• Knowledge of APIs/SDKs, cloud-native infrastructure, observability, and incident response.
• Proven track record reducing avoidable escalations while improving product signal.
• Strong customer communication skills in high-pressure situations.
• Hiring, onboarding, leveling, progression, coaching, and retention experience.
• Ownership mindset; ability to ship processes quickly and iteratively.

Responsibilities

• Build and lead Global Developer Success teams across tiers and regions.
• Define SLAs/OLAs, triage processes, escalation paths, and incident communications.
• Raise the quality bar by measuring effort, time-to-resolution, and ownership.
• Harden response workflows across Slack and ticketing channels.
• Protect engineering focus by creating runbooks and knowledge systems.
• Lead escalation and incident discipline with clear roles and RCAs.
• Develop technical depth through training, mentorship, and certification.
• Partner with Product/Sales/Docs to turn support signals into product improvements.

Skills

Technical leadership

Customer support metrics

Cross-functional collaboration

SRE / incident management

Process improvement

Strategic planning

Communication under pressure

Hiring and coaching

AI tooling familiarity

Cloud-native / Kubernetes

Education

Bachelor's degree in a technical field

Tools

Slack

Zendesk

Jira

OpenTelemetry

Datadog

Kubernetes

Job description

Temporal is seeking a Director, Global Developer Success to lead a deeply technical support organization. This role focuses on turning customer technical responses into a repeatable, measurable, and differentiated advantage for Temporal.

You will scale the team across regions and drive incident discipline, architecture of the support operating system, and high- quality customer interactions. The ideal leader commands 12+ years in technical support or related roles, with 5+ years in leadership,