Director, Global Developer Success

🔥 4 minutes ago

🏄 California, Colorado, +3 more states – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote ☕ Washington – Remote

💵 $178.1k - $292.2k / year

⏰ Full Time

🔴 Lead

🤝 Developer Relations (DevRel)

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 3%

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Temporal Technologies

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

💼 Consulting

🏭 Manufacturing

📣 Marketing

💰 $75M Series B on 2023-02

Consulting • Manufacturing • Marketing

Temporal Technologies is a company that provides a platform for durable execution, helping developers build resilient applications by managing failures, network outages, and long-running processes. Their technology abstracts away the complexity of building scalable distributed systems, allowing developers to focus on delivering reliable systems faster. Temporal simplifies code by eliminating recovery logic, callbacks, and timers, making software more durable and fault tolerant. The platform supports a wide variety of applications, from transaction processing to applied AI, and is favored by developers for its ease of use and reliability. Temporal is open-source and offers both self-hosted and managed cloud services in multiple regions, enabling scalable, serverless application development.

📋 Description

• Lead and scale Temporal’s global, deeply technical Developer Success organization • Hire, coach, develop, retain, and performance-manage support engineers, managers, and specialists 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 • Measure customer effort, touches to resolution, reopen rate, handoffs, recurrence, communication quality, resolution confidence, and customer-visible ownership • Establish a defined premium Slack response service model • Reduce avoidable Engineering escalations through runbooks, diagnostics, knowledge systems, reproducibility standards, technical triage, and high-quality escalation packets • Establish roles and discipline for escalations and incidents, ensuring clear communication and useful RCAs • Build career paths, training, mentorship, certification, quality review, and hands-on learning for support engineers • Partner with Product, Engineering, Sales, Solutions Architecture, Platform Architecture, Customer Success, Docs, DevRel, and Services • Improve routing, deflection, summaries, analytics, knowledge surfacing, diagnostics, and customer communication using tooling and AI • Represent Temporal in strategic escalations, high-stakes incidents, enterprise support conversations, QBR/EBR inputs, and executive readouts

🎯 Requirements

• 12+ years of experience in technical support, customer engineering, SRE, solutions engineering, infrastructure engineering, or similar customer-facing technical roles • 5+ years leading support or customer-facing engineering teams • Experience building and scaling technical support operations for a deeply technical B2B product • Experience managing managers and building metrics, operating cadence, queue management, quality review, staffing models, tiering, escalation paths, and performance management systems • Strong technical credibility with developers, support engineers, SREs, platform engineers, and product engineers • Ability to reason about APIs/SDKs, cloud-native infrastructure, Kubernetes, observability, distributed systems, reliability, incident response, and debugging workflows • Track record reducing avoidable Engineering escalations while improving escalation signal quality • Deep understanding of support quality metrics, including response time, resolution time, customer effort, touches, reopens, recurrence, backlog, SLA/OLA attainment, deflection, CSAT, sentiment, and case quality • Strong customer communication skills in high-pressure situations • Clear philosophy for hiring, onboarding, leveling, progression, coaching, retention, and performance management • High ownership and builder mindset • Nice to have: experience with Temporal, Cadence, workflow engines, orchestration systems, event-driven architecture, distributed applications, production reliability tooling, consumption-based/open-source/developer-led/mission-critical enterprise support, support tooling and AI support systems, Kubernetes, Docker, AWS/GCP/Azure, Prometheus/Grafana, Datadog, OpenTelemetry, Terraform, Go, Java, Python, TypeScript, Tier 3/elite support, OSS/community support, self-hosted support, premium support, or 24/7 critical escalation coverage

🏖️ Benefits

• Equity • Bonus opportunity of $26,700–$43,825 • AI Notetaker interview recording and transcription, with the option to opt out without impact on candidacy • Reasonable accommodation for individuals with disabilities

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