Director of Global Developer Success

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

📋 Description

• Construct and steer Global Developer Success: Recruit, mentor, develop, retain, and manage the performance of high-performing support engineers, managers, and specialists across various tiers, regions, and customer segments.

• Establish the support operating framework: Outline SLAs/OLAs, ticket and Slack triage processes, queue ownership, severity classifications, escalation pathways, incident communications, RCA standards, quality assessments, staffing, and operational cadence.

• Elevate quality standards: Go beyond CSAT by evaluating customer effort, interactions to resolution, reopen rates, handoffs, recurrence, communication quality, resolution confidence, and visible customer ownership.

• Strengthen Slack and customer responses: Transform premium Slack responses into a structured service model with acknowledgment standards, urgent pathways, conversion-to-ticket protocols, coverage frameworks, managerial review, and customer-facing expectations.

• Safeguard Engineering focus through enhanced support: Minimize avoidable escalations by developing runbooks, diagnostics, knowledge systems, reproducibility standards, technical triage, and high-quality escalation packets.

• Direct escalation and incident management: Define clear roles for technical leads, escalation managers, communications owners, Support, Engineering, SA, Platform Architecture, and Sales. Ensure that incidents and critical escalations are communicated effectively and followed by valuable RCAs.

• Foster technical depth and enablement: Design career pathways, training programs, mentorship, certification, quality reviews, and hands-on learning opportunities to assist junior engineers in advancing to senior/staff support roles and help senior engineers expand their expertise.

• Collaborate across the organization: Partner closely with Product, Engineering, Sales, Solutions Architecture, Platform Architecture, Customer Success, Documentation, DevRel, and Services to ensure support feedback translates into product enhancements, documentation improvements, enablement, and customer lifecycle advancements.

• Utilize tools and AI effectively: Enhance routing, deflection, summaries, analytics, knowledge visibility, diagnostics, and customer communication while focusing on real operational outcomes rather than solely on tool adoption.

• Represent Temporal with clients: Engage directly in strategic escalations, high-stakes incidents, enterprise support discussions, QBR/EBR inputs, and executive readouts when the support experience impacts customer trust.

⛳️ Requirements

• 12+ years of experience in technical support, customer engineering, SRE, solutions engineering, infrastructure engineering, or similar customer-facing technical roles, with at least 5 years leading support or customer-facing engineering teams.

• Demonstrated experience in building and scaling technical support operations for a highly technical B2B product, preferably in developer tools, cloud infrastructure, data platforms, observability, AI infrastructure, open source, or distributed systems within a GTM organization.

• Experience in managing managers and creating the systems that facilitate team operations: metrics, operating rhythms, queue management, quality assessments, staffing models, tiering, escalation pathways, and performance management.

• Strong technical credibility with developers, support engineers, SREs, platform engineers, and product engineers. You are knowledgeable about APIs/SDKs, cloud-native infrastructure, Kubernetes, observability, distributed systems, reliability, incident response, and debugging workflows.

• Proven success in reducing unnecessary Engineering escalations while enhancing the quality of product and engineering signals when escalations are necessary.

• In-depth understanding of support quality metrics: response times, resolution times, customer effort, interactions, reopens, recurrence, backlog, SLA/OLA achievement, deflection, CSAT, sentiment, and case quality.

• Excellent customer communication skills, especially in high-pressure situations. You can provide concise updates, lead customer-facing RCA discussions, set expectations, and guide others in clear communication.

• A clear philosophy regarding hiring, onboarding, leveling, progression, coaching, retention, and performance management for technical support engineers and support managers.

• A strong sense of ownership and a builder mindset. You bring clarity to ambiguous systems, quickly implement initial processes, and iterate based on data and customer insights.

🏝️ Benefits

• Unlimited PTO, 12 Holidays + 2 Floating Holidays

• 100% Premium Coverage for Medical, Dental, and Vision

• AD&D, Long-Term & Short-Term Disability, and Life Insurance (Standard & Supplemental Available)

• Empower 401K Plan

• Additional perks for Learning & Development, Lifestyle Spending, In-Home Office Setup, Professional Memberships, WFH Meals, Internet Stipend, and more!