# Director, Global Developer Success

Hiring organization: [Temporal](https://career.thegoodapps.co/organizations/temporal)

Canonical page: https://career.thegoodapps.co/jobs/d4287435-784e-4826-83d7-d5e4763c3fa7

Listed on Temporal's own careers site. Applications go to them directly.

- Employment type: full time
- Seniority: Director
- Location: United States - Remote Opportunity
- Remote: yes
- Salary: 220000 – 270000 USD per year

## Summary

Lead Temporal's technical support organization as it scales from heroic problem-solving to a systematic, measurable operation. This role suits someone with deep technical credibility, leadership experience building support teams, and the ability to establish operating discipline while keeping developer empathy at the center.

_Our summary, not Temporal's wording._

## Skills named

Amazon Web Services (AWS), Datadog, Docker, Go, Grafana, Java, Kubernetes, Microsoft Azure, OpenTelemetry, Prometheus, Python, Terraform, TypeScript

## Required

- 12+ years in technical support, customer engineering, SRE, solutions engineering, or similar customer-facing technical roles
- 5+ years leading support or customer-facing engineering teams
- Experience building and scaling technical support operations for deeply technical B2B products
- Experience managing managers and building team systems: metrics, operating cadence, queue management, quality review, staffing models, tiering, escalation paths, performance management
- Strong technical credibility reasoning about APIs, SDKs, cloud-native infrastructure, Kubernetes, observability, distributed systems, reliability, incident response, and debugging
- Track record reducing avoidable engineering escalations while improving escalation quality
- Deep understanding of support quality metrics: response time, resolution time, customer effort, touches, reopens, recurrence, backlog, SLA/OLA attainment, deflection, CSAT, sentiment, case quality
- Strong customer communication skills in high-pressure situations
- Clear philosophy for hiring, onboarding, leveling, progression, coaching, retention, and performance management
- High ownership and builder mindset

## Nice to have

- Experience with Temporal, Cadence, workflow engines, orchestration systems, event-driven architecture, distributed applications, or production reliability tooling
- Experience in consumption-based, open-source, developer-led, or mission-critical enterprise support motions
- Energized by working within a GTM organization
- Experience with support tooling and modern AI support systems such as Pylon, Zendesk, Kapa-like deflection, knowledge automation, case analytics, or incident communications tooling
- Hands-on background with Kubernetes, Docker, AWS/GCP/Azure, Prometheus/Grafana, Datadog, OpenTelemetry, Terraform, Go, Java, Python, TypeScript, or similar technologies
- Experience building Tier 3 / elite support, OSS/community support, self-hosted support, premium support, or 24/7 critical escalation coverage

Apply on Temporal's site: https://job-boards.greenhouse.io/temporaltechnologies/jobs/5209443007