Director, Global Developer Success

SUMMARY Temporal is hiring a Director, Global Developer Success to lead and scale our deeply technical support organization. This is a high-impact leadership role responsible for turning customer technical response into a repeatable, measurable, and differentiated advantage for Temporal. Developer Success is the team customers rely on when they need fast, confident support for complex developer and infrastructure issues. The team helps users deploy, operate, debug, and scale Temporal across cloud-native environments, distributed systems, SDKs, observability stacks, and mission-critical workloads. The next phase requires a leader who can preserve technical excellence and customer empathy while building the operational rigor of a world-class support function. WHY THIS ROLE EXISTS Temporal's customers are building increasingly mission-critical, distributed, long-running, and AI-enabled systems. When something is unclear or broken, the support experience must be fast, technically credible, and predictable. - Developer Success must scale beyond heroics. We need clear KPIs, tiering, queue management, escalation paths, incident communication standards, RCA practices, quality review, and talent development systems. - Premium customer interactions increasingly happen across tickets, Slack, escalations, and incident channels. The support experience must have one clear operating model so customers, Sales, SAs, Platform Architects, Product, Engineering, and Support know who owns what and what good looks like. - The support team must reduce avoidable Engineering escalations while ensuring real product defects, documentation gaps, and recurring customer pain reach Product and Engineering with high-quality signal. WHAT YOU WILL DO - 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/