Global Director, Developer Success & Enablement

Temporal Technologies; Boston (MA); On-site; USD 180,000 - 280,000; Full time

Job summary

Temporal Technologies in Boston is seeking a Director, Global Developer Success to lead and scale a deeply technical support organization, turning customer technical response into a repeatable, measurable advantage for Temporal.

The role builds an operating model with clear SLAs, incident handling, and robust coaching to help developers deploy, operate, debug, and scale Temporal across cloud-native environments and distributed systems.

Qualifications

• 12+ years in technical support or related roles with 5+ years leading teams.
• Experience building and scaling technical support operations for a deeply technical B2B product.
• Strong capability to build metrics, operating cadences, queueing, escalation paths, and staffing models.

Responsibilities

• Build and lead Global Developer Success across tiers, regions, and customer segments.
• Define SLAs/OLAs, ticket and Slack triage, queue ownership, severity definitions, tiering, escalation paths, incident communications, RCA standards, quality review, staffing, and operating cadence.
• Raise the quality bar by measuring customer effort, touches to resolution, reopen rate, handoffs, recurrence, communication quality, resolution confidence, and customer-visible ownership.
• Harden Slack and customer response with defined service model and escalation rules.
• Protect Engineering focus through runbooks, diagnostics, knowledge systems, reproducibility standards, technical triage, and high-quality escalation packets.
• Lead escalation and incident discipline with clear roles for technical lead, escalation manager, communications owner, Support, Engineering, SA, Platform Architecture, and Sales.
• Build technical depth and enablement with career paths, training, mentorship, certification, quality review, and hands-on learning.
• Partner across Product, Engineering, Sales, Solutions Architecture, Platform Architecture, Customer Success, Docs, DevRel, and Services to turn signals into product improvements.
• Use tooling and AI pragmatically to improve routing, deflection, summaries, analytics, knowledge surfacing, diagnostics, and customer communication while measuring outcomes.
• Represent Temporal with customers in strategic escalations, high-stakes incidents, and executive readouts.

Skills

Leadership

Strategy execution

Metrics & cadence

Customer communication

Ownership & initiative

Tools

Kubernetes

Docker

AWS/GCP/Azure

Prometheus

Grafana

Datadog

OpenTelemetry

Terraform

Go

Java

Python

TypeScript

Job description

Temporal Technologies in Boston is seeking a Director, Global Developer Success to lead and scale a deeply technical support organization, turning customer technical response into a repeatable, measurable advantage for Temporal.

The role builds an operating model with clear SLAs, incident handling, and robust coaching to help developers deploy, operate, debug, and scale Temporal across cloud-native environments and distributed systems.