Support and Services Operations Manager, Temporal Technologies
$176-220k
+ Equity
More information about location
Durable execution solutions
Job no longer available
Durable execution solutions
201-500 employees
Job no longer available
$176-220k
+ Equity
More information about location
201-500 employees
Company mission
To make code fault tolerant, durable and simple.
Role
Who you are
- Able to manage structured processes across multiple functions without losing accuracy or timeliness
- Experience with Salesforce and customer support platforms (Zendesk, Pylon)
- Comfortable creating and interpreting reports to track performance and identify improvement areas
- Able to work with technical, operational, and relationship-focused stakeholders
- Capable of managing priorities across different teams while maintaining service quality
- High accuracy in data entry, entitlement tracking, and process documentation
- High data fluency with hands-on experience in SQL and BigQuery to analyze performance, build dashboards, and ensure data accuracy across systems
What the job involves
- As the Senior Support and Services Operations Analyst, you’ll be responsible for building scalable processes, systems, and insights that empower our Support organization to deliver exceptional experiences for customers using Temporal Cloud
- You’ll play a key role in driving operational excellence as we migrate from Zendesk to Pylon, ensuring the new platform supports a seamless and data-rich customer experience
- This role sits at the intersection of Support, RevOps, and Product, and will focus on optimizing workflows, automating reporting, and integrating customer health data into our broader GTM systems
- Design and document scalable support processes across ticket routing, SLAs, escalation paths, and customer feedback loops
- Develop analytics and dashboards to measure customer health, case volume trends, response times, activation, and consumption-impacting support issues
- Partner with our GTM Systems team to integrate Pylon data with Salesforce, Slack, and other GTM systems to provide unified visibility into customer interactions and consumption blockers
- Partner with Product and Data Analytics to identify patterns in support requests that signal opportunities for product improvements or proactive enablement
- Optimize support capacity planning by analyzing ticket drivers, volumes, and patterns to forecast staffing needs
- Collaborate cross-functionally with Finance and RevOps to link support performance to retention, expansion, and consumption growth
- Establish quality assurance and feedback programs to ensure consistency and continuous improvement across support interactions
- Act as the internal SME for support tools and automations, managing configurations, user permissions, and change requests
- As Temporal scales, you’ll help shape the systems and insights that power our post-sales experience, partnering with Technical Services leadership (Support, Professional Services, and possible new roles) to ensure our operations fuel both customer success and revenue growth
- Build utilization, margin, and attach-rate models across Support, Services, and TAM
- Support incentive model design and exec-level reporting for post-sales performance
- Maintain accurate customer and partner records in Salesforce and integrated tools, ensuring data integrity for reporting and decision-making
- Document processes and maintain clear SOPs for both functions
- Manage operational workflows for high-tier customer benefits such as managed Slack channels and other entitlements
- Monitor and track support SLAs, case resolution, and customer satisfaction metrics
Our take
The growing complexity of modern software systems places a strain on developers, making applications harder to plan, build, and test. While cloud-native services simplify experiences for end users, they introduce new challenges for developers, like around managing state in distributed, microservices-based architectures. Temporal Technologies addresses this problem with an MIT-licensed platform that identifies and manages applications tate, so developers can built reliable, scalable systems with more confidence.
The company offers an open source microservices orchestration platform, giving developers more time to code, while Temporal manages the scalability and reliability. The company’s technology is used to solve state management at an impressive list of cloud and tech companies, including Netflix, Doordash, Snap, and Google Cloud.
The company has achieved unicorn status in 2022 and now has a valuation of over $2.5B. Its most recent funding came in at $146M and with this, Temporal plans to move into the next chapter in its space: AI, as well as focusing on R&D, putting it in a good position within the evolving market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
76% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jan 2025
$144m
LATE VC
Jan 2024
$103m
LATE VC
Total funding: $706.3m
Company benefits
- Remote-First Workforce: We embrace a remote-first culture with flexible schedules, allowing you to balance work and life on your terms. Work from your home office or one of 150+ WeWork locations worldwide. If there’s no WeWork near you, we cover alternative co-working spaces. Plus, our Travel to Coworking stipend supports your commute with coverage for public transport, ride-sharing, or parking expenses.
- Flexible Time Off: Employee wellness is key to our success. We encourage you to take the time you need to maintain balance and stay refreshed — whether it's for recovery, vacation, or personal time. In addition to unlimited flexible time off, we offer 12 paid holidays and 2 floating holidays (US).
- Medical, Dental & Vision: We provide comprehensive healthcare benefits from day one, covering 100% of premiums for you and your family. You can choose between a High Deductible Health Plan (HDHP) or a Preferred Provider Organization (PPO) plan, with dental (including orthodontics) and full vision coverage. Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs) are available, with employer contributions to HSA plans.
- 401(k) Retirement Plan: Planning for your future is important, and our 401(k) plan helps you build a secure financial foundation. With a range of investment options and the flexibility to contribute pre-tax or after-tax income, we make saving simple.
- Disability & Life Insurance Coverage: Our disability and life insurance ensure financial security for you and your loved ones during life’s uncertainties, from illness to injury or unexpected loss. Coverage begins on day one, with 100% of premiums covered for peace of mind.
- Paid Parental Leave: We support your family at every stage. Birth parents receive up to 20 weeks of fully paid leave, and non-birth parents up to 12 weeks. We also offer comprehensive support throughout your fertility planning journey.
- Remote Office Perks: While we provide you with the basics, enjoy a home office stipend to build up your workspace ($1,000/year), an internet stipend to ensure connectivity ($74/month), and reimbursements for work-from-home meals ($300/month).
- Health & Wellness Perks: Take advantage of a lifestyle spending account ($1,200/year), free access to the Calm app, and Employee Assistance Programs (EAPs) offering personalized support, therapy, and other resources.
- Learning & Development Perks: Invest in your growth with a learning and development stipend ($1,500/year) for courses and certifications, and a professional membership stipend ($500/year) to deepen your industry involvement.
Company HQ
West Bellevue, Bellevue, WA
Leadership
Maxim Fateev
(Co-Founder & CTO)Former Senior Staff Engineer at Uber. Previously worked as a Staff Software Engineer at Google, Principal SDE at Amazon Web Services, Principal RSDE at Microsoft, and was a Senior Software Engineer at Amazon.com.
Samar Abbas
(Co-Founder & CEO)Former Staff Software Engineer at Uber. Previously worked at Microsoft as a Principal Software Engineer, and was a Software Design Engineer at Amazon.
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