Director of Global Developer Success

📋 Description

• Build and lead Global Developer Success; hire and manage teams.
• Define SLAs/OLAs, triage, tiering, and incident processes.
• Raise quality by measuring effort, handoffs, and reopen rates.
• Harden Slack and customer response; establish service model.
• Protect Engineering focus with runbooks and diagnostics.
• Lead escalation discipline; ensure clear incident communications.

🎯 Requirements

• 12+ years in technical support or related roles; 5+ years leading teams.
• Proven experience building and scaling tech support for deeply technical B2B products.
• Experience managing managers; metrics, cadence, staffing, tiering.
• Strong technical credibility with developers, SREs, platform and product engineers.
• Track record reducing avoidable escalations while improving signal.
• Deep understanding of support quality metrics: SLA/OLA, CSAT, sentiment.

🎁 Benefits

• Equity Options - Eligible for stock options under Temporal's equity plan.
• Equal Opportunity Employer; diversity is valued and supported.