Director, Global Developer Success

Temporal
United States
Workplace: RemoteFull timeUSD 220,000 - 270,000 annuallyFunction: Software EngineeringExperience: 12+ yearsSkills: ["Leadership","Coaching","Customer communication","Ownership","Builder mindset"]

Lead and scale a highly technical Developer Success organization that provides fast, credible, and predictable support for complex developer and infrastructure issues. Build the support operating system with SLAs/OLAs, triage, queue and escalation discipline, RCA and quality review, and Slack response standards. Improve support quality metrics and reduce avoidable engineering escalations by creating runbooks, knowledge systems, and escalation packets—while hiring, coaching, and enabling support talent globally.

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FursaFursa
Temporal
Temporal
1 day ago

Director, Global Developer Success

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Last checked: 8 hours agoStatus: Live

Job Summary

Lead and scale a highly technical Developer Success organization that provides fast, credible, and predictable support for complex developer and infrastructure issues. Build the support operating system with SLAs/OLAs, triage, queue and escalation discipline, RCA and quality review, and Slack response standards. Improve support quality metrics and reduce avoidable engineering escalations by creating runbooks, knowledge systems, and escalation packets—while hiring, coaching, and enabling support talent globally.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Software Engineering
Seniority: Director level

Key Responsibilities

  • •Hire, coach, develop, retain, and performance-manage support engineers, managers, and specialists across tiers, regions, and customer segments.
  • •Create the support operating system: define SLAs/OLAs, triage, queue ownership, severity definitions, tiering, escalation paths, incident communications, RCA standards, quality review, staffing, and cadence.
  • •Raise support quality beyond CSAT by measuring customer effort, touches-to-resolution, reopen rate, handoffs, recurrence, communication quality, resolution confidence, and customer-visible ownership.
  • •Harden premium Slack and customer responses into a defined service model, including acknowledgement standards, urgent paths, conversion-to-ticket rules, coverage model, manager review, and expectations.
  • •Partner across Product, Engineering, Sales, Solutions/Platform Architecture, Customer Success, Docs, DevRel, and Services so support signal improves product, documentation, enablement, and the customer lifecycle.

Pay and Benefits

Salary: USD 220,000 - 270,000 annually
Equity and Bonus:Equity
Perks:Paid LeaveHealth InsuranceDentalVision401kDisability InsuranceLife InsurancePaid HolidaysHome OfficeLearning BudgetInternet StipendCalm AppMeal Allowance

Key Requirements

  • •12+ years in technical support, customer engineering, SRE, solutions engineering, infrastructure engineering, or similar customer-facing technical roles, with 5+ years leading teams.
  • •Proven experience building and scaling technical support operations for a deeply technical B2B product in areas like developer tools, cloud infrastructure, data platforms, observability, AI infrastructure, open source, or distributed systems.
  • •Experience leading managers and building operating systems: metrics, operating cadence, queue management, quality review, staffing models, tiering, escalation paths, and performance management.
  • •Strong technical credibility with developers and engineering teams; able to reason about APIs/SDKs, cloud-native infrastructure, Kubernetes, observability, distributed systems, reliability, incident response, and debugging workflows.
  • •A track record improving support quality metrics and reducing avoidable engineering escalations while delivering high-quality engineering signal when escalation is needed.
Experience:12+ yearsDeveloper toolsCloud infrastructureObservabilityDistributed systemsOpen sourceGTMSRE
Skills:LeadershipCoachingCustomer communicationOwnershipBuilder mindset
Tech Stack:KubernetesDockerAWSGCPAzurePrometheusGrafanaDatadogOpenTelemetryTerraformGoJavaPythonTypeScriptSlackZendeskOpen sourceObservability

Company Brief

Temporal
Builds an open-source orchestration platform for microservices and distributed applications, providing durable execution, stateful workflows, and developer-friendly APIs to simplify complex, long-running business processes.
Industry: Developer Tools
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: San Francisco, United States
Founded: 2018
WebsiteLinkedIn