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'LL 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/OLAs, ticket and Slack triage, queue ownership, severity definitions, tiering, escalation paths, incident communications, RCA standards, quality review, staffing, and operating cadence.
Raise the quality bar: Move beyond CSAT alone by measuring customer effort, touches to resolution, reopen rate, handoffs, recurrence, communication quality, resolution confidence, and customer-visible ownership.
Harden Slack and customer response: Turn premium Slack response into a defined service model with acknowledgement standards, urgent paths, conversion-to-ticket rules, coverage model, manager review, and customer-facing expectations.
Protect Engineering focus through better support: Reduce avoidable escalations by building runbooks, diagnostics, knowledge systems, reproducibility standards, technical triage, and high-quality escalation packets.
Lead escalation and incident discipline: Establish crisp roles for technical lead, escalation manager, communications owner, Support, Engineering, SA, Platform Architecture, and Sales. Ensure incidents and critical escalations are communicated with clarity and followed by useful RCAs.
Build technical depth and enablement: Create career paths, training, mentorship, certification, quality review, and hands-on learning that help junior engineers become senior/staff support engineers and help senior engineers scale their expertise.
Partner across the company: Work closely with Product, Engineering, Sales, Solutions Architecture, Platform Architecture, Customer Success, Docs, DevRel, and Services to ensure support signal turns into product, documentation, enablement, and customer lifecycle improvements.
Use tooling and AI pragmatically: Improve routing, deflection, summaries, analytics, knowledge surfacing, diagnostics, and customer communication while measuring real operating outcomes rather than tool adoption alone.
Represent Temporal with customers: Engage directly in strategic escalations, high-stakes incidents, enterprise support conversations, QBR/EBR inputs, and executive readouts when support experience affects customer trust.
WHAT YOU'LL BRING
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.
Proven experience building and scaling technical support operations for a deeply technical B2B product, ideally in developer tools, cloud infrastructure, data platforms, observability, AI infrastructure, open source, or distributed systems within a GTM organization.
Experience managing managers and building the systems that make teams run: metrics, operating cadence, queue management, quality review, staffing models, tiering, escalation paths, and performance management.
Strong technical credibility with developers, support engineers, SREs, platform engineers, and product engineers. You can reason about APIs/SDKs, cloud-native infrastructure, Kubernetes, observability, distributed systems, reliability, incident response, and debugging workflows.
Track record reducing avoidable Engineering escalations while improving the quality of product and engineering signal when escalations are needed.
Deep understanding of support quality metrics: response time, resolution time, customer effort, touches, reopens, recurrence, backlog, SLA/OLA attainment, deflection, CSAT, sentiment, and case quality.
Strong customer communication skills in high-pressure situations. You can write crisp updates, lead customer-facing RCA conversations, set expectations, and coach others to communicate clearly.
Clear philosophy for hiring, onboarding, leveling, progression, coaching, retention, and performance management for technical support engineers and support managers.
High ownership and builder mindset. You create clarity in ambiguous systems, ship v1 processes quickly, and iterate with data and customer evidence.
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.
Temporal Technologies is an Equal Opportunity Employer. Temporal Technologies does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. We embrace and celebrate differences and diversity.
Temporal is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If you need to request a reasonable accommodation, please let your Recruiter know so we can assist.
