Global Director of Developer Success & Support Excellence

Temporal Technologies; Seattle (WA); On-site; USD 178,000 - 292,000; Full time

Job summary

Temporal Technologies is seeking a Director, Global Developer Success to lead and scale a deeply technical support organization. You will build an operating system for support, define SLAs/OLAs, and raise the bar on customer outcomes while partnering with Product, Engineering, and Sales to improve the customer lifecycle.

You will lead a team across regions, hire and coach engineers, and drive metrics such as response time, resolution, and customer effort.

Qualifications

• 12+ years of experience in technical support, customer engineering, SRE, solutions engineering, infrastructure engineering, or similar customer-facing technical roles, with 5+ years leading support or customer-facing engineering teams.

Responsibilities

• Build and lead Global Developer Success: Hire, coach, develop, retain, and performance-manage high-performing support engineers, managers, and specialists across tiers, regions, and customer segments.
• Create the support operating system: 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: Move beyond CSAT alone by measuring customer effort, touches to resolution, reopen rate, handoffs, recurrence, communication quality, resolution confidence, and customer-visible ownership.

Job description

Temporal Technologies is seeking a Director, Global Developer Success to lead and scale a deeply technical support organization. You will build an operating system for support, define SLAs/OLAs, and raise the bar on customer outcomes while partnering with Product, Engineering, and Sales to improve the customer lifecycle.

You will lead a team across regions, hire and coach engineers, and drive metrics such as response time, resolution, and customer effort.