Temporal Technologies · 1 day ago
Senior Support and Services Operations Analyst
United States
Full-time
Remote
Mid, Senior Level
$128K/yr - $160K/yrTemporal Technologies is an open source programming model company on a mission to simplify code and enhance the reliability of applications for developers. As a Senior Support and Services Operations Analyst, you will be responsible for building scalable processes and systems to optimize customer support operations, ensuring a seamless experience as the company transitions to a new platform.
Information TechnologyInternetOpen SourceSoftware
Responsibilities
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
Qualification
Required
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
Benefits
Unlimited PTO, 12 Holidays + 2 Floating Holidays
100% Premiums Coverage for Medical, Dental, and Vision
AD&D, LT & ST Disability, and Life Insurance (Standard & Supplemental Available)
Empower 401K Plan
Additional Perks for Learning & Development, Lifestyle Spending, In-Home Office Setup, Professional Memberships, WFH Meals, Internet Stipend and more!
Paid Time Off (PTO) and Benefits outside the United States vary by country, and are issued in partnership with Remote.com.
$3,600 / Year Work from Home Meals
$1,800 / Year Professional Enrichment (Career Development & Professional Memberships)
$1,200 / Year Lifestyle Spending Account
$1,000 / Year In-Home Office Setup (In addition to Temporal issued equipment - laptop, monitor, keyboard, mouse, trackpad, and extension power cable at no cost to you)
$74 / Month Reimbursement for Internet
Calm App Subscription for Mental Health & Wellness
Company
Temporal Technologies
Temporal Technologies provides an open-source platform that simplifies the development of scalable and resilient applications.
Founded in 2019
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$454.5MKey Investors
GICTiger Global ManagementGreenoaks
2025-10-01Secondary Market· $105M
2025-03-31Series C· $146M
2023-02-28Series B· $75M
Leadership Team
Samar Abbas
Co-Founder & CEO
Maxim Fateev
Co-Founder / CTO
Recent News
2026-01-16
2026-01-16
2026-01-16
Company data provided by crunchbase