Temporal Technologies

Temporal Technologies

Director of Global Developer Success

United States · Director

Sponsorship not specified$220k-$275kDetected 67 days ago
TypeScriptPythonJavaGoDistributed SystemsAWSGCPAzureCloud PlatformsDockerKubernetesTerraformPrometheusGrafanaDatadogSite Reliability EngineeringTemporalIncident ResponsePerformance ManagementCustomer SuccessCustomer SupportZendeskCadenceSAS

About the role

  • This is a high-impact leadership role responsible for turning customer technical response into a repeatable, measurable, and differentiated advantage for Temporal.

Responsibilities

  • Build and lead Global Developer Success: Hire, coach, develop, retain, and performance-manage high-performing support engineers, managers, and specialists across tiers, regions, and customer segments.
  • Create the support operating system: Define SLAs/OLAs, ticket and Slack triage, queue ownership, severity definitions, tiering, escalation paths, incident communications, RCA standards, quality review, staffing, and operating cadence.
  • Protect Engineering focus through better support: Reduce avoidable escalations by building runbooks, diagnostics, knowledge systems, reproducibility standards, technical triage, and high-quality escalation packets.
  • Lead escalation and incident discipline: Establish crisp roles for technical lead, escalation manager, communications owner, Support, Engineering, SA, Platform Architecture, and Sales.
  • Partner across the company: Work closely with Product, Engineering, Sales, Solutions Architecture, Platform Architecture, Customer Success, Docs, DevRel, and Services to ensure support signal turns into product, documentation, enablement, and customer lifecycle improvements.
  • Proven 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 the systems that make teams run: metrics, operating cadence, queue management, quality review, staffing models, tiering, escalation paths, and performance management.
  • Deep understanding of support quality metrics: response time, resolution time, customer effort, touches, reopens, recurrence, backlog, SLA/OLA attainment, deflection, CSAT, sentiment, and case quality.
  • Clear philosophy for hiring, onboarding, leveling, progression, coaching, retention, and performance management for technical support engineers and support managers.
  • High ownership and builder mindset. You create clarity in ambiguous systems, ship v1 processes quickly, and iterate with data and customer evidence.

Requirements

  • Experience with Temporal, Cadence, workflow engines, orchestration systems, event-driven architecture, distributed applications, or production reliability tooling.
  • Experience with support tooling and modern AI support systems such as Pylon, Zendesk, Kapa-like deflection, knowledge automation, case analytics, or incident communications tooling.
  • You can reason about APIs/SDKs, cloud-native infrastructure, Kubernetes, observability, distributed systems, reliability, incident response, and debugging workflows.

Compensation

  • The estimated pay range for this role is $220,000 - $275,000 based on experience and location.

Benefits

  • Experience building Tier 3 / elite support, OSS/community support, self-hosted support, premium support, or 24/7 critical escalation coverage.
  • Equity Options - Eligible for stock options as part of Temporal's equity plan

Company info

  • Work closely with Product, Engineering, Sales, Solutions Architecture, Platform Architecture, Customer Success, Docs, DevRel, and Services to ensure support signal turns into product, documentation, enablement, and customer lifecycle improvements.
  • Use tooling and AI pragmatically: Improve routing, deflection, summaries, analytics, knowledge surfacing, diagnostics, and customer communication while measuring real operating outcomes rather than tool adoption alone.
  • Represent Temporal with customers: Engage directly in strategic escalations, high-stakes incidents, enterprise support conversations, QBR/EBR inputs, and executive readouts when support experience affects customer trust.
  • 12+ years of experience in technical support, customer engineering, SRE, solutions engineering, infrastructure engineering, or similar customer-facing technical roles, with 5+ years leading support or customer-facing engineering teams.
  • Strong technical credibility with developers, support engineers, SREs, platform engineers, and product engineers. You can 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 when escalations are needed.
  • Strong customer communication skills in high-pressure situations. You can write crisp updates, lead customer-facing RCA conversations, set expectations, and coach others to communicate clearly.
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This listing is sourced directly from Temporal Technologies's careers page and normalized into a canonical job model.