Director, Global Developer Success

This is a fully remote position, open to applicants in United States.

📋 Description

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

• Define SLAs/OLAs, manage ticket and Slack triage, oversee queue ownership, establish severity definitions, escalation paths, incident communications, RCA standards, quality reviews, staffing, and operating cadence.

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

• Create a structured premium Slack response service model that includes acknowledgment standards, urgent paths, conversion-to-ticket rules, coverage, manager reviews, and customer-facing expectations.

• Minimize unnecessary Engineering escalations through the use of runbooks, diagnostics, knowledge systems, reproducibility standards, technical triage, and escalation packets.

• Define roles and responsibilities for technical leads, escalation managers, communication owners, Support, Engineering, Solutions Architecture, Platform Architecture, and Sales during incidents and critical escalations.

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

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

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

• Participate in strategic escalations, high-stakes incidents, enterprise support discussions, QBR/EBR inputs, and executive briefings.

⛳️ Requirements

• A minimum of 12 years of experience in technical support, customer engineering, SRE, solutions engineering, infrastructure engineering, or comparable customer-facing technical positions.

• At least 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, preferably in areas such as developer tools, cloud infrastructure, data platforms, observability, AI infrastructure, open source, or distributed systems within a GTM organization.

• Experience in managing managers and creating systems for metrics, operating cadence, queue management, quality reviews, staffing models, tiering, escalation paths, and performance management.

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

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

• Proven track record in reducing unnecessary Engineering escalations while enhancing product and engineering signal quality.

• Comprehensive understanding of response time, resolution time, customer effort, touches, reopens, recurrence, backlog, SLA/OLA achievement, deflection, CSAT, sentiment, and case quality.

• Excellent customer communication skills in high-pressure scenarios, including writing updates, leading customer-facing RCA discussions, setting expectations, and coaching others.

• Philosophy and experience in hiring, onboarding, leveling, progression, coaching, retention, and performance management.

• A strong sense of ownership and a builder mindset.

• Additional desirable skills include Temporal or Cadence, workflow engines, orchestration systems, event-driven architecture, distributed applications, production reliability tools, consumption-based or open-source support motions, support tools, 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.