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Temporal is hiring a Director of Global Developer Success to lead and scale a deeply technical support organization. This is a high-impact leadership role responsible for building a repeatable, measurable, and differentiated support advantage for the company.
Developer Success is the team customers rely on for fast, confident support with complex developer and infrastructure issues. The team helps users deploy, operate, debug, and scale Temporal across cloud-native environments, distributed systems, SDKs, observability stacks, and mission-critical workloads.
Key responsibilities include:
• Build and lead the global Developer Success team: 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.
• Raise the quality bar: move beyond CSAT alone by measuring customer effort, touches to resolution, reopen rate, handoffs, recurrence, communication quality, resolution confidence, and customer-visible ownership.
• Harden Slack and customer response: turn premium Slack response into a defined service model with acknowledgement standards, urgent paths, conversion-to-ticket rules, coverage model, manager review, and customer-facing expectations.
• 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. Ensure incidents and critical escalations are communicated with clarity and followed by useful RCAs.
• Build technical depth and enablement: create career paths, training, mentorship, certification, quality review, and hands-on learning that help junior engineers become senior/staff support engineers.
• 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.
• Use tooling and AI pragmatically: improve routing, deflection, summaries, analytics, knowledge surfacing, diagnostics, and customer communication while measuring real operating outcomes.
• Represent Temporal with customers: engage directly in strategic escalations, high-stakes incidents, enterprise support conversations, and executive interactions.
