# Director, Global Developer Success

**Company:** [Temporal](https://hotfix.jobs/companies/temporal)
**Location:** Remote
**Role:** Customer Success
**Salary:** $220k – $270k/yr
**Experience:** 12+ years
**Skills:** Kubernetes, Observability, Distributed Systems, Incident Response, APIs, SDKs, AWS, GCP, Azure, Docker, Prometheus, Grafana, Datadog, OpenTelemetry, Terraform
**Posted:** 2026-08-11

> Leads the global developer success organization, building scalable technical support operations, escalation discipline, quality systems, and engineering enablement for a deeply technical B2B product. The role requires 12+ years of technical customer-facing experience and 5+ years leading support or customer-facing engineering teams.

## Job Description

## Responsibilities
- Build and lead Global Developer Success by hiring, coaching, developing, retaining, and performance-managing support engineers, managers, and specialists across tiers, regions, and customer segments.
- Define the support operating system, including SLAs/OLAs, ticket and Slack triage, queue ownership, severity definitions, tiering, escalation paths, incident communications, RCA standards, quality review, staffing, and operating cadence.
- Improve support quality using customer effort, touches to resolution, reopen rate, handoffs, recurrence, communication quality, resolution confidence, and customer-visible ownership metrics.
- Establish a defined Slack 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 high-quality escalation packets.
- Establish roles and processes 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 programs for support engineers.
- Partner with Product, Engineering, Sales, Solutions Architecture, Platform Architecture, Customer Success, Docs, DevRel, and Services to turn support signals into product, documentation, enablement, and lifecycle improvements.
- Improve routing, deflection, summaries, analytics, knowledge surfacing, diagnostics, and customer communication using tooling and AI.
- Engage directly 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.
- 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 the quality of product and engineering signal.
- 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, including writing updates, leading RCA conversations, setting expectations, and coaching others.
- Clear philosophy for hiring, onboarding, leveling, progression, coaching, retention, and performance management.
- High ownership and builder mindset.

## Nice-to-haves
- Experience with Temporal, Cadence, workflow engines, orchestration systems, event-driven architecture, distributed applications, or production reliability tooling.
- Experience in consumption-based, open-source, developer-led, or mission-critical enterprise support motions.
- Experience working within a GTM organization.
- Experience with support tooling and AI support systems such as Pylon, Zendesk, Kapa-like deflection, knowledge automation, case analytics, or incident communications tooling.
- Hands-on experience with Kubernetes, Docker, AWS, Google Cloud, Azure, Prometheus, Grafana, Datadog, OpenTelemetry, Terraform, Go, Java, Python, or TypeScript.
- Experience building Tier 3 or elite support, OSS/community support, self-hosted support, premium support, or 24/7 critical escalation coverage.

## Compensation and Benefits
- Estimated pay range: **$220,000–$270,000**, based on experience and location.
- Eligible for stock options as part of the equity plan.
- Unlimited PTO, 12 holidays, and 2 floating holidays.
- 100% premium coverage for medical, dental, and vision insurance.
- AD&D, long-term and short-term disability, and life insurance.
- Empower 401(k) plan.
- Learning and development, lifestyle spending, home office setup, professional memberships, work-from-home meals, internet stipend, and other perks.
- Occasional travel may be required for company events, team offsites, and other in-person activities.

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