• 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.

• Be a keen learner: • At Temporal, you’ll work with cloud-native, highly scalable infrastructure spanning AWS, GCP, Kubernetes, and microservices. You’ll gain deep expertise in distributed systems orchestration, networking, and observability while learning from complex, real-world customer use cases. • Our stack includes Go, Python, Typescript, Java, and .Net providing continuous opportunities to hone your programming skills in distributed systems design, testing and troubleshooting, automation, resilience engineering, and performance tuning. • Be a passionate problem solver: • If you enjoy tackling scalability, reliability, and troubleshooting challenges in distributed systems, you’ll thrive in this role. • You’ll work directly with developers to troubleshoot complex issues, help them optimize performance and reliability, contribute to improving user experience, and help them be successful with using Temporal. • You'll develop and troubleshoot implementation patterns (use cases, SDK options, code reviews), observability solutions (Grafana, Prometheus), networking issues (load balancing, DNS, ingress/egress), and infrastructure operations (Terraform, IaC) to help customers run Temporal efficiently at scale. • Once ramped up, we expect you to independently drive technical solutions, whether debugging complex production issues or designing best practices. Don't worry—we have seasoned engineers and mentors to support you along the way! • Be a great communicator: • As a Senior Developer Success Engineer you will engage directly with developers, engineering teams, and product teams to understand distributed systems challenges and provide solutions that enhance scalability, performance, and reliability. • Your insights will influence platform improvements, from enhancing observability tooling to developing self-service solutions that simplify troubleshooting (e.g., building diagnostic tools similar to Twilio’s Network Test). • You’ll serve as a bridge between developers and Temporal engineering, ensuring that reliability, performance, and developer experience remain top priorities as Temporal scales.

• Travel to enterprise customer sites across APJ (approximately 50% of the time) to deliver Temporal DevDays • Prepare and deliver hands-on labs, architectural walkthroughs, and workshop sessions that help enterprise engineering teams build confidently on Temporal • Collaborate with Solutions Architects, Account Executives, and Customer Success to scope and prepare for each engagement and ensure strong outcomes • Contribute sample applications, lab exercises, and reusable content back to the shared DevDays content library • Deliver train-the-trainer sessions where appropriate • Host semi-regular enterprise office hours for APJ-based engineering teams • Deliver webinars on enterprise-relevant topics • Partner with DevDays program owner, DevRel, and field teams to identify topics and formats that matter most to enterprise audiences in the region • Speak at and attend industry conferences, developer events, and meetups across APJ relevant to the enterprise engineering community • Produce technical content: blog posts, tutorials, architectural guides, diagrams, and videos • Gather structured feedback from DevDays sessions, office hours, and enterprise engagements to surface product gaps, developer experience friction, and adoption blockers from the APJ market • Serve as the regional voice of the enterprise developer, bringing region-specific patterns and needs back to the broader DevRel, Engineering, and Product teams

• Travel to enterprise customer sites across EMEA (approximately 50% of the time) to deliver Temporal DevDays, our flagship on-site technical enablement program, tailored to each account's use cases, architecture, and adoption stage • Prepare and deliver hands-on labs, architectural walkthroughs, and workshop sessions that help enterprise engineering teams build confidently on Temporal • Collaborate with Solutions Architects, Account Executives, and Customer Success to scope and prepare for each engagement and ensure strong outcomes • Contribute sample applications, lab exercises, and reusable content back to the shared DevDays content library • Deliver train-the-trainer sessions where appropriate • Host semi-regular enterprise office hours for EMEA-based engineering teams • Deliver webinars on enterprise-relevant topics, including complex workflow patterns, AI-powered agentic backends, observability, scalability, and platform integrations, scheduled to serve European time zones • Partner with the DevDays program owner, DevRel, and field teams to identify topics and formats that matter most to enterprise audiences in the region • Speak at and attend industry conferences, enterprise developer events, and meetups across Europe relevant to the enterprise engineering community • Produce technical content—blog posts, tutorials, architectural guides, diagrams, and videos • Gather structured feedback from DevDays sessions, office hours, and enterprise engagements to surface product gaps, developer experience friction, and adoption blockers from the EMEA market • Serve as the regional voice of the enterprise developer, bringing EMEA-specific patterns and needs back to the broader DevRel, Engineering, and Product teams