Remote Global Director of Developer Success

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

Job summary

Temporal Technologies is hiring a Director, Global Developer Success to lead and scale our technical support organization. You will build an operating model, establish SLAs, and drive high-quality, scalable support for cloud-native, distributed systems across multiple regions.

You will mentor engineers, partner with Product/Engineering, and use AI-driven tools to improve routing, incident handling, and customer outcomes. This is a remote US-opportunity with high impact.

Qualifications

• 12+ years in technical support or customer-facing roles.
• 5+ years leading support or customer-facing teams.
• Experience building and scaling technical support for a deeply technical B2B product.
• Strong API/SDK understanding, cloud-native infra, and observability concepts.
• Track record in metrics, cadence, queue management, and RCA practices.

Responsibilities

• Build and lead Global Developer Success across regions and customers.
• Define SLAs/OLAs, ticket triage, queue ownership, and escalation paths.
• Raise quality beyond CSAT by measuring effort, resolution, and ownership.
• Harden Slack and customer response into a defined service model.
• Protect engineering focus with runbooks, diagnostics, and knowledge systems.
• Lead incident discipline with clear roles and effective RCAs.
• Develop career paths, training, and certification for engineers.
• Collaborate with Product, Engineering, Sales, and Success to turn signals into improvements.
• Utilize AI tools to improve routing, summaries, and analytics.

Skills

Technical support

Customer engineering

SRE

Solutions engineering

Infrastructure engineering

Team leadership

Performance management

Metrics & cadence

Kubernetes

APIs/SDKs

Cloud platforms

Communication

Cross-functional

Go/Java/Python

TypeScript

Tools

Kubernetes

Docker

AWS

GCP

Azure

Prometheus

Grafana

Datadog

OpenTelemetry

Terraform

Go

Java

Python

TypeScript

Zendesk

Pylon

Job description

Temporal Technologies is hiring a Director, Global Developer Success to lead and scale our technical support organization. You will build an operating model, establish SLAs, and drive high-quality, scalable support for cloud-native, distributed systems across multiple regions.

You will mentor engineers, partner with Product/Engineering, and use AI-driven tools to improve routing, incident handling, and customer outcomes. This is a remote US-opportunity with high impact.