Director Global Developer Success

Temporal is hiring a Director of 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.

Role Overview

Developer Success is the team customers rely on when they need fast, confident support for 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.

The next phase requires a leader who can preserve technical excellence and customer empathy while building the operational rigor of a world-class support function.

Key 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.
• 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.

Benefits

• Remote-First Workforce: Flexible schedules, work from home or 150+ WeWork locations, and travel to coworking stipends.
• Medical, Dental & Vision: 100% of premiums covered for you and your family from day one.
• Flexible Time Off: Unlimited flexible time off, 12 paid holidays, and 2 floating holidays.
• 401(k) Retirement Plan: Secure your future with flexible investment options.
• Disability & Life Insurance: 100% of premiums covered from day one.
• Paid Parental Leave: Up to 20 weeks for birth parents and 12 weeks for non-birth parents.
• Remote Office Perks: Home office stipend ($1,000/year), internet stipend ($74/month), and meal reimbursements ($300/month).
• Health & Wellness Perks: Lifestyle spending account ($1,200/year), Calm app access, and EAPs.
• Learning & Development: Stipends for professional growth ($1,500/year) and memberships ($500/year).