Global Developer Success Leader (Remote)

Mosaec; Northern (KY); Hybrid; USD 220,000 - 270,000; Full time

Benefits offered by this job

Unlimited PTO

Premium health benefits

401K with company match

Learning & development programs

Home office stipend

Job summary

Temporal is looking for a Director, Global Developer Success to lead a deeply technical support organization. You will recruit, coach, and scale a high-performing team across regions, define operational SLAs, and create a unified incident management practice that improves customer outcomes.

You will drive metrics beyond CSAT, improve escalation quality, and partner with Product, Engineering, and Sales to ensure feedback loops translate into product and documentation enhancements.

Qualifications

• 12+ years of experience in technical support, customer engineering, SRE, or similar roles.
• 5+ years leading support or customer-facing engineering teams.
• Experience building and scaling technical support operations for deeply technical B2B products.
• Strong technical credibility with developers, support engineers, SREs, and product engineers.
• Track record of reducing avoidable escalations while improving product signal and support quality.
• Knowledge of support quality metrics: response time, resolution time, CSAT, and SLA/OLA attainment.

Responsibilities

• Build and lead Global Developer Success teams across regions and customer segments.
• Define SLAs/OLAs, triage processes, queue ownership, escalation paths, and incident communications.
• Raise the quality bar by measuring customer effort, touches to resolution, and ownership.
• Harden Slack and customer response with defined service models and escalation rules.
• Protect engineering focus by creating runbooks, diagnostics, and knowledge systems.
• Lead escalation and incident discipline with clear roles and RCAs.
• Build technical depth through training, mentorship, and certification programs.
• Partner with Product, Engineering, Sales, and CS to translate support signals into product improvements.
• Use tooling and AI to improve routing, summaries, analytics, and customer communications.

Skills

Technical leadership

Support leadership

Scalable ops

Developer credibility

Metrics & queues

Customer communication

Cross-functional collaboration

Incident management

Strategic escalations

Talent development

Tools

Kubernetes

Docker

AWS/GCP/Azure

Prometheus/Grafana

Datadog

OpenTelemetry

Terraform

Slack

Case analytics tooling

Job description

Temporal is looking for a Director, Global Developer Success to lead a deeply technical support organization. You will recruit, coach, and scale a high-performing team across regions, define operational SLAs, and create a unified incident management practice that improves customer outcomes.

You will drive metrics beyond CSAT, improve escalation quality, and partner with Product, Engineering, and Sales to ensure feedback loops translate into product and documentation enhancements.