Director, Global Developer Success
… · Remote · United States (Remote) · Boston, Massachusetts · Denver, Colorado · Seattle, Washington · New York, New York · San Francisco, California ·
COMPENSATION
Salary available to subscribersListed on the employer's job board (Ashby)
- Director level role
- Fully remote
- Lead global support team
- Technical leadership
- B2B developer tools
You will lead the Global Developer Success team, transforming customer technical response into a measurable competitive advantage. The role involves hiring and coaching support engineers, defining SLAs and escalation paths, and ensuring fast, credible support for complex infrastructure issues.
The team supports users deploying and debugging Temporal in cloud-native environments. You will establish clear operating models for tickets and Slack interactions, reduce avoidable engineering escalations, and partner with Product and Engineering to improve the platform based on customer feedback.
What you'll do
- Hire, coach, and manage support engineers and managers across tiers and regions
- Define SLAs, queue ownership, severity definitions, and escalation paths
- Measure quality via customer effort, resolution touches, and reopen rates
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