Global Developer Success Leader

Temporal; United States; Remote; USD 180,000 - 240,000; Full time

Job summary

Temporal is seeking a Director, Global Developer Success to lead and scale our deeply technical support organization. This leader will turn customer technical response into a repeatable, measurable, and differentiated advantage for Temporal.

The Developer Success team supports customers deploying, operating, debugging, and scaling Temporal across cloud-native environments, distributed systems, SDKs, observability stacks, and mission-critical workloads.

Qualifications

• 12+ years in technical support or customer-facing technical roles.
• 5+ years leading support or customer-facing engineering teams.
• Experience building and scaling technical support operations for a deeply technical B2B product.

Responsibilities

• Build and lead Global Developer Success: hire, coach, develop, retain, and performance-manage engineers and managers across regions and customer segments.
• Create the support operating system: define SLAs/OLAs, triage, queue ownership, escalation paths, incident communications, RCA standards, and staffing.
• Raise the quality bar: measure customer effort, touches to resolution, reopen rate, handoffs, and ownership.
• Harden Slack and customer response: define service model, acknowledgement standards, and escalation rules.
• Protect Engineering focus through better support: build runbooks, diagnostics, knowledge systems, and high-quality escalation packets.
• Lead escalation and incident discipline: define roles and ensure clear communications and RCAs.
• Build technical depth and enablement: career paths, training, certification, and coaching for staff.
• Partner across the company to turn support signal into product improvements and docs.
• Use tooling and AI pragmatically to improve routing, summaries, analytics, and knowledge surfacing.

Skills

Technical leadership

Support operations

SRE / DevOps

API/SDK knowledge

Customer communications

Metrics & performance

Hiring & coaching

Tools

Kubernetes

Cloud infrastructure

Job description

Temporal is seeking a Director, Global Developer Success to lead and scale our deeply technical support organization. This leader will turn customer technical response into a repeatable, measurable, and differentiated advantage for Temporal.

The Developer Success team supports customers deploying, operating, debugging, and scaling Temporal across cloud-native environments, distributed systems, SDKs, observability stacks, and mission-critical workloads.