Global Developer Success Leader

temporal

United States

Remote

USD 220,000 - 270,000

Full time

12 days ago

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Benefits offered by this job

Unlimited PTO

100% Premiums Coverage for Medical, D

Dental and Vision insurance

Job summary

Temporal is seeking a Director, Global Developer Success to lead and scale our deeply technical support organization. You will build a world-class, measurable, and repeatable support function across regions and customer segments, aligning with Product, Engineering, and Sales.

You will manage a high-performing team of engineers and managers, implement robust operating cadences, and drive strategic improvements in customer support, incident handling, and escalation processes to ensure exceptional

Qualifications

Over 12+ years in technical support, customer engineering, SRE, or similar roles.
5+ years leading support or customer-facing engineering teams.
Proven track record building scalable tech support for complex B2B products.

Responsibilities

Build and lead Global Developer Success across regions and teams.
Define SLAs/OLAs, ticket triage, and incident communications.
Raise quality by tracking outcomes beyond CSAT, incl. effort and reopen rate.
Harden Slack-based support with defined service levels and escalation paths.
Protect engineering focus by creating runbooks and diagnostic standards.
Lead escalation and incident discipline with clear roles and RCAs.
Develop career paths, training, and certifications for engineers.
Partner with Product, Engineering, and Sales to improve signals into product and docs.