Director, Global Developer Success

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

• Lead and expand Temporal's global and highly technical Developer Success organization.

• Recruit, mentor, develop, and manage the performance of support engineers, managers, and specialists across various tiers, regions, and customer segments.

• Define service level agreements (SLAs) and operational level agreements (OLAs), manage ticket and Slack triage, queue ownership, severity definitions, escalation paths, incident communications, root cause analysis (RCA) standards, quality reviews, staffing, and operational cadence.

• Evaluate customer effort, resolution touches, reopen rates, handoffs, recurrence, communication quality, resolution confidence, and visibly customer ownership.

• Create a structured premium Slack response service model.

• Mitigate unnecessary Engineering escalations through runbooks, diagnostics, knowledge systems, reproducibility standards, technical triage, and high-quality escalation packets.

• Define roles and protocols for escalations and incidents, ensuring effective communication and useful RCAs.

• Develop career paths, training programs, mentorship, certification, quality reviews, and hands-on learning opportunities for support engineers.

• Collaborate with Product, Engineering, Sales, Solutions Architecture, Platform Architecture, Customer Success, Documentation, Developer Relations, and Services.

• Enhance routing, deflection, summaries, analytics, knowledge surfacing, diagnostics, and customer communication through tools and AI.

• Represent Temporal in strategic escalations, critical incidents, enterprise support discussions, quarterly business reviews (QBR), executive business reviews (EBR), and executive presentations.

⛳️ Requirements

• Over 12 years of experience in technical support, customer engineering, site reliability engineering (SRE), solutions engineering, infrastructure engineering, or similar customer-facing technical roles.

• More than 5 years of experience leading support or customer-facing engineering teams.

• Proven experience in building and scaling technical support operations for a highly technical B2B product.

• Demonstrated capability in managing managers and establishing metrics, operational cadence, queue management, quality reviews, staffing models, tiering, escalation paths, and performance management systems.

• Strong technical credibility with developers, support engineers, SREs, platform engineers, and product engineers.

• Ability to understand APIs/SDKs, cloud-native infrastructure, Kubernetes, observability, distributed systems, reliability, incident response, and debugging workflows.

• Proven track record of reducing unnecessary Engineering escalations while enhancing escalation signal quality.

• In-depth knowledge of support quality metrics, including response time, resolution time, customer effort, touches, reopens, recurrence, backlog, SLA/OLA attainment, deflection, customer satisfaction (CSAT), sentiment, and case quality.

• Strong communication skills when interacting with customers in high-pressure situations.

• Clear strategies for hiring, onboarding, leveling, progression, coaching, retention, and performance management.

• High sense of ownership and a builder mindset.

• Nice to have: experience with Temporal, Cadence, workflow engines, orchestration systems, event-driven architecture, distributed applications, production reliability tools, consumption-based/open-source/developer-led/mission-critical enterprise support, support tools and AI support systems, Kubernetes, Docker, AWS/GCP/Azure, Prometheus/Grafana, Datadog, OpenTelemetry, Terraform, Go, Java, Python, TypeScript, Tier 3/elite support, open-source/community support, self-hosted support, premium support, or 24/7 critical escalation coverage.

🏝️ Benefits

• Equity.

• Bonus potential ranging from $26,700 to $43,825.

• AI Notetaker for interview recording and transcription, with an option to opt out without affecting candidacy.

• Reasonable accommodations for individuals with disabilities.