Global Director of Developer Success

Temporal; United States; On-site; USD 178,000 - 292,000; Full time

Job summary

Temporal is seeking a Director, Global Developer Success to lead and scale a deeply technical support organization. The role focuses on turning customer technical response into a repeatable, measurable advantage while preserving technical excellence and customer empathy.

The leader will define operating models, SLAs, escalation paths, and quality metrics; hire and develop managers and engineers; and partner across Product, Engineering, and Sales to drive product signals from support data.

Qualifications

• 12+ years in technical support or related roles with 5+ years leading teams.
• Experience building and scaling technical support for deeply technical B2B products.
• Experience managing managers; metrics, cadence, queue management, escalation paths.
• Strong technical credibility with developers, SREs, and product engineers.
• Track record reducing escalations while improving product signal.

Responsibilities

• Build and lead Global Developer Success across regions and segments.
• Define SLAs/OLAs, ticket/Slack triage, escalation paths, incident comms, RCAs.
• Raise the quality bar via customer effort, resolution metrics, and ownership.
• Harden Slack and support response with a defined service model.
• Protect Engineering focus with runbooks, diagnostics, and knowledge systems.
• Lead escalation/incident discipline with clear roles and RCAs.
• Create career paths, training, certification, mentoring for engineers.
• Partner with Product/Eng/Sales/Docs to turn signals into improvements.
• Use tooling/AI for routing, summaries, analytics while focusing on outcomes.
• Represent Temporal in strategic escalations and executive readouts.

Skills

Leadership

Technical credibility

Customer communication

Hiring & coaching

Program management

Metrics & SLAs

Cross-functional collaboration

Tools

Kubernetes

Docker

AWS

GCP

Azure

Prometheus/Grafana

Datadog

OpenTelemetry

Terraform

Go

Java

Python

TypeScript

Job description

Temporal is seeking a Director, Global Developer Success to lead and scale a deeply technical support organization. The role focuses on turning customer technical response into a repeatable, measurable advantage while preserving technical excellence and customer empathy.

The leader will define operating models, SLAs, escalation paths, and quality metrics; hire and develop managers and engineers; and partner across Product, Engineering, and Sales to drive product signals from support data.