Director, Global Developer Success

Posted 1mo ago

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Build and lead a global, high-performing technical support organization
Define and implement support operating systems including SLAs, OLAs, and escalation paths
Improve support quality metrics beyond CSAT, focusing on customer effort and resolution confidence
Establish a defined service model for premium Slack-based customer response
Reduce avoidable engineering escalations through runbooks, diagnostics, and knowledge systems
Lead incident discipline and ensure high-quality RCA standards
Develop career paths, training, and mentorship programs for support engineers
Partner with Product, Engineering, and Sales to turn support signal into product improvements
Implement pragmatic tooling and AI solutions for routing, deflection, and analytics
Represent Temporal in strategic escalations and executive-level customer interactions

12+ years of experience in technical support, SRE, or customer-facing engineering roles
5+ years leading support or customer-facing engineering teams
Experience scaling technical support operations for B2B developer tools or distributed systems
Proven ability to manage managers and build operational systems like queue management and staffing models
Strong technical credibility in APIs, SDKs, cloud-native infrastructure, and Kubernetes
Deep understanding of support quality metrics like response time, resolution time, and SLA attainment
Strong communication skills for high-pressure customer situations and RCA conversations
Builder mindset with experience shipping processes and iterating with data

Experience with Temporal, Cadence, or workflow orchestration systems
Experience in consumption-based, open-source, or developer-led support motions
Experience with support tooling like Pylon or Zendesk
Hands-on background with AWS, GCP, Azure, Prometheus, Grafana, Datadog, or OpenTelemetry
Experience with Go, Java, Python, or TypeScript
Experience building Tier 3, OSS, or 24/7 critical escalation coverage

Skills