Director, Global Developer Success

United States - Remote Opportunity · Remote · full time · Director

$220,000 – $270,000

Listed on Temporal’s own careers site. You apply with them directly — we never stand between you and the employer.

What this role is

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. The full posting is on their site.

Skills this role names

What they ask for

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