Temporal

2 months ago

Director of Global Developer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead and scale a deeply technical Developer Success organization, turning customer technical response into a repeatable, measurable advantage. Own the operating model across tickets, Slack, incident management, and collaboration with Product, Engineering, and GTM teams to reduce escalations while preserving technical excellence and customer trust.

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Software Engineering

Seniority: Director level

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 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.
•Lead escalation and incident discipline: Establish roles for technical lead, escalation manager, communications owner, Support, Engineering, SA, Platform Architecture, and Sales; ensure incidents and RCAs are clear and actionable.

Pay and Benefits

Salary: 275,000

Equity and Bonus:Equity

Perks:Paid LeaveHolidaysFloating HolidaysMedical CoverageDentalVision401kCalm AppEquity OptionsMeal Allowance

Key Requirements

•12+ years of experience in technical support, customer engineering, SRE, solutions engineering, infrastructure engineering, or similar roles, with 5+ years leading support or customer-facing engineering teams.

Experience:12+ yearsOpen sourceDeveloper toolsCloud infrastructureObservabilityDistributed systems

Skills:CommunicationLeadershipProblem-solvingTeam managementStakeholder management

Languages:English

Tech Stack:KubernetesDockerAWSGCPAzurePrometheusGrafanaDatadogOpenTelemetryTerraformGoJavaPythonTypeScript

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

Website LinkedIn

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Temporal

2 months ago

Director of Global Developer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Software Engineering

Seniority: Director level

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 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.
•Lead escalation and incident discipline: Establish roles for technical lead, escalation manager, communications owner, Support, Engineering, SA, Platform Architecture, and Sales; ensure incidents and RCAs are clear and actionable.

Pay and Benefits

Salary: 275,000

Equity and Bonus:Equity

Perks:Paid LeaveHolidaysFloating HolidaysMedical CoverageDentalVision401kCalm AppEquity OptionsMeal Allowance

Key Requirements

•12+ years of experience in technical support, customer engineering, SRE, solutions engineering, infrastructure engineering, or similar roles, with 5+ years leading support or customer-facing engineering teams.

Experience:12+ yearsOpen sourceDeveloper toolsCloud infrastructureObservabilityDistributed systems

Skills:CommunicationLeadershipProblem-solvingTeam managementStakeholder management

Languages:English

Tech Stack:KubernetesDockerAWSGCPAzurePrometheusGrafanaDatadogOpenTelemetryTerraformGoJavaPythonTypeScript

Company Brief

Temporal

Industry: Developer Tools

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Headquarters: San Francisco, United States

Founded: 2018

Website LinkedIn