Director of Global Developer Success
New
T
Temporal TechnologiesDeveloper Tools
United States - Remote OpportunityFull-TimeDirector
Salary$220,000 - $275,000
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Job Details
- Experience
- 12+ years of experience in technical support, customer engineering, SRE, solutions engineering, infrastructure engineering, or similar customer-facing technical roles, with 5+ years leading support or customer-facing engineering teams.
- Required Skills
- KubernetesRESTful APIsDistributed Systems
Requirements
- 12+ years of experience in technical support, customer engineering, SRE, solutions engineering, or infrastructure engineering.
- 5+ years leading support or customer-facing engineering teams.
- Proven experience building and scaling technical support operations for deeply technical B2B products.
- Expertise in developer tools, cloud infrastructure, data platforms, observability, AI infrastructure, or distributed systems.
- Strong technical proficiency in APIs/SDKs, cloud-native infrastructure, Kubernetes, and distributed systems.
- Deep understanding of support quality metrics including resolution time, backlog, and SLA/OLA attainment.
- Experience managing managers and designing team operating systems like queue management and staffing models.
- Strong customer communication skills for high-pressure situations and executive readouts.
- High ownership mindset with a track record of building and iterating on support processes.
- Experience in consumption-based, open-source, or developer-led GTM organizations.
Responsibilities
- Hire, coach, develop, and manage high-performing support engineers, managers, and specialists across global regions.
- Define support operating systems including SLAs, OLAs, queue management, escalation paths, and incident communication standards.
- Improve quality metrics beyond CSAT, such as customer effort, resolution confidence, and recurrence rates.
- Standardize premium Slack response models including acknowledgement and urgent escalation paths.
- Protect Engineering focus by developing runbooks, diagnostic systems, and high-quality technical triage processes.
- Manage technical escalations and lead incident discipline involving Support, Engineering, and Solutions Architecture.
- Create career paths, training, and certification programs to scale technical expertise across the support team.
- Partner with Product, Sales, and Docs teams to turn support signal into product and lifecycle improvements.
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