Director, Global Developer Success

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $220k - $270k / year

⏰ Full Time

🔴 Lead

🤝 Developer Relations (DevRel)

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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

• 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 with acknowledgement standards, urgent paths, conversion-to-ticket rules, coverage, manager review, and customer-facing expectations • Reduce avoidable Engineering escalations through runbooks, diagnostics, knowledge systems, reproducibility standards, technical triage, and escalation packets • Establish roles and discipline for technical leads, escalation managers, communications owners, Support, Engineering, Solutions Architecture, Platform Architecture, and Sales during incidents and critical escalations • Create 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 • Engage 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, ideally in developer tools, cloud infrastructure, data platforms, observability, AI infrastructure, open source, or distributed systems within a GTM organization • Experience managing managers and building systems for metrics, operating cadence, queue management, quality review, staffing models, tiering, escalation paths, and performance management • 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 product and engineering signal quality • Deep understanding of 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, including writing updates, leading customer-facing RCA conversations, setting expectations, and coaching others • Philosophy and experience for hiring, onboarding, leveling, progression, coaching, retention, and performance management • High ownership and builder mindset • Nice to haves include Temporal or Cadence, workflow engines, orchestration systems, event-driven architecture, distributed applications, production reliability tooling, consumption-based or open-source support motions, support tooling, 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 Options - Eligible for stock options as part of Temporal's equity plan • Unlimited PTO • 12 Holidays + 2 Floating Holidays • 100% Premiums Coverage for Medical, Dental, and Vision • AD&D, LT & ST Disability, and Life Insurance (Standard & Supplemental Available) • Empower 401K Plan • Additional Perks for Learning & Development • Lifestyle Spending • Home Office Setup • Professional Memberships • WFH Meals • Internet Stipend • International employees: learning & career development perks • International employees: lifestyle spending account • International employees: home office setup • International employees: professional memberships • International employees: work-from-home meals • International employees: access to the Calm app for mental wellness • Occasional travel for company events, team offsites, and other meaningful moments