Director, Global Developer Success

Temporal Technologies

Director leading Temporal’s deeply technical developer support organization for its open-source programming model. Scaling support operations, incident response, customer outcomes, and engineering feedback systems globally.

Posted 8/11/2026full-timeRemote • 🇺🇸 United StatesLead💰 $220,000 - $270,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in leading technical support operations, managing customer-facing engineering teams, and establishing metrics-driven performance management systems. Proficient in incident response, customer communication, and building scalable support frameworks for complex B2B products.

Highest-signal resume keywords

Technical Support LeadershipCustomer-Facing Engineering ManagementIncident Response and DebuggingSLA/OLA ManagementPerformance Management Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

APIsSDKsKubernetesCloud-Native InfrastructureObservabilityDistributed SystemsIncident ResponseDebugging WorkflowsPerformance MetricsQuality Review

Soft Skills

Customer CommunicationCoachingMentorshipHigh Ownership MindsetTeam Development

Tools & Technologies

AWSGCPAzurePrometheusGrafanaDatadogOpenTelemetryTerraformTemporalCadence

Industry Keywords

B2B ProductTechnical Support OperationsCustomer SuccessEngineering EscalationsSupport Tooling

Tech Stack

Tools & technologies

AWSAzureCloudDistributed SystemsDockerGoGoogle Cloud PlatformGrafanaJavaKubernetesOpen SourcePrometheusPythonTerraformTypeScript

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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