Director, Global Developer Success

Навыки

• AWS
• Azure
• B2B-продажи
• Работа с бэклогом
• Customer Success
• Datadog / New Relic
• Отладка и поиск ошибок

О компании и продукте

• Temporal is an open source programming model that can simplify code, make applications more reliable, and help developers focus on the important things like delivering features faster. We are on a mission to be the reliable foundation of every developer’s toolbox, and are building the team that will make that happen.
• Our values guide us —they are present in how we show up, make decisions, and work together to make an impact. We’re curious, driven, collaborative, genuine and humble.
• Temporal is growing and we are looking for those who share our values, challenge 'standard' thinking, and want to influence our future. If you have a passion for improving the developer experience, building world-class open-source software and communities, and want to be a part of our amazing team, we'd love to hear from you!
• Temporal is hiring a Director, Global Developer Success to lead and scale our deeply technical support organization. This is a high-impact leadership role responsible for turning customer technical response into a repeatable, measurable, and differentiated advantage for Temporal.

Задачи

• 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
• 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 and help senior engineers scale their expertise
• 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 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
• What you will bring
• 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
• 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
• 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
• 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
• 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

Требования

• 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
• 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 with Temporal, Cadence, workflow engines, orchestration systems, event-driven architecture, distributed applications, or production reliability tooling
• Employment offers carefully consider multiple factors, including prior experience, knowledge, expertise, skillset, market location, and job level assessed during the interview process

Будет плюсом

• Experience in consumption-based, open-source, developer-led, or mission-critical enterprise support motions
• Energized by working within a GTM organization
• Experience with support tooling and modern AI support systems such as Pylon, Zendesk, Kapa-like deflection, knowledge automation, case analytics, or incident communications tooling
• Hands-on background with Kubernetes, Docker, AWS/GCP/Azure, Prometheus/Grafana, Datadog, OpenTelemetry, Terraform, Go, Java, Python, TypeScript, or similar technologies
• Experience building Tier 3 / elite support, OSS/community support, self-hosted support, premium support, or 24/7 critical escalation coverage
• Compensation
• Additionally, this role is eligible to participate in Temporal's equity plan
• Employee benefits and perks below are for full-time employees, part-time or temporary positions are excluded

Условия

• 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 and more!
• International
• Paid Time Off (PTO) and Benefits outside the United States vary by country, and are issued in partnership with Remote.com
• Additionally, Temporal offers perks to all international employees for learning & career development, a lifestyle spending account, home office setup, professional memberships, work-from-home meals, and access to the Calm app for mental wellness
• Temporal is a globally distributed, collaborative team that values opportunities for in-person connection
• Occasional travel may be required for company events, team offsites, and other meaningful moments that bring us together
• Temporal Technologies is an Equal Opportunity Employer
• Temporal Technologies does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law
• All employment is decided on the basis of qualifications, merit, and business need
• We embrace and celebrate differences and diversity
• Temporal is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities
• If you need to request a reasonable accommodation, please let your Recruiter know so we can assist
• We are not working with external recruitment agencies, thanks
• The estimated pay range for this role is $220,000 - $270,000 based on experience and location
• Compensation ranges reflect salary and commission compensation (when applicable) across several geographic markets

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