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Saas Technical Support Director Jobs (NOW HIRING)

Quavo, Inc.

Director, Technical Support

The Director of Technical Support is a senior leadership position within Quavo's Client Support ... Background in SaaS. * Experience with Salesforce Service Cloud (or SFDC) and related tools.

Hoxhunt

Director, Technical Support

Minneapolis, MN · On-site

$125K - $135K/yr

Your Role We are looking for an experienced Director, Technical Support to join our team in ... support, in a B2B SaaS environment. * Exceptional leadership and communication skills, with a ...

Hoxhunt

Director, Technical Support

Minneapolis, MN · Remote

$125K - $135K/yr

Your Role We are looking for an experienced Director, Technical Support to join our team in ... support, in a B2B SaaS environment. * Exceptional leadership and communication skills, with a ...

Radiansys Inc.

Cloud Support Engineer

San Ramon, CA · On-site

... Technical Support for the Predix Cloud: The Software Platform for the Industrial Internet. The ... taking direct support cases from users of the Industrial Cloud PAAS & SAAS customers • Apply ...

Somewhere

SaaS Technical Customer Support Rep

$1.5K - $2.0K/mo

... Technical Customer Service Representative. The role is an even split between customer support (70 ... to direct feedback -- ticket quality is formally reviewed on this team. * Reliable high-speed ...

Pavago

Technical Support Specialist

SaaS support operations * User onboarding & access management * Knowledge base documentation * Customer support and issue escalation You'll act as the frontline technical resource helping customers ...

Jobtailor

Technical Support Specialist

Atlanta, GA · On-site

... B SaaS products * Daily ownership of a support queue * Direct exposure to integrations, APIs, or ... Technical Support for B2B SaaS Products * Integration Troubleshooting * Customer Communication

New

Intradiem

Director, Technical Experience

Deep technical acumen with substantial experience in Customer Support and Software as a Service (SaaS) environments. * Demonstrated experience driving large-scale innovation and process optimization ...

Canopy

Technical Support Specialist

Draper, UT · On-site

Technical Support Specialist Canopy, Draper, UT About Us Canopy is a fast-growing SaaS company in ... Provide direct technical expertise by diagnosing and resolving complex technical issues impacting ...

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Saas Technical Support Director information

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$38K

$123.4K

$274K

How much do saas technical support director jobs pay per year?

As of Sep 10, 2026, the average yearly pay for saas technical support director in the United States is $123,386.00, according to ZipRecruiter salary data. Most workers in this role earn between $70,000.00 and $183,500.00 per year, depending on experience, location, and employer.

What does a SaaS Technical Support Director do?

A SaaS Technical Support Director oversees the technical support operations for software-as-a-service products. They manage support teams, develop support strategies, and ensure high-quality customer service and issue resolution. This role involves collaborating with engineering and product teams, analyzing support metrics, and implementing improvements to enhance the customer experience. Their ultimate goal is to maintain customer satisfaction and ensure the reliability and usability of the SaaS platform.

What are the key skills and qualifications needed to thrive as a SaaS Technical Support Director?

A SaaS Technical Support Director needs deep expertise in cloud-based software, customer support management, and a relevant bachelor's degree, often complemented by experience in SaaS environments. Familiarity with support ticketing platforms, CRM systems, and IT service management frameworks (such as ITIL certification) is typically required. Outstanding leadership, problem-solving abilities, and effective communication are crucial soft skills for guiding teams and fostering customer satisfaction. These skills ensure operational efficiency, high-quality support delivery, and alignment with customer and business objectives in a dynamic SaaS landscape.

What are the most common challenges faced by a SaaS Technical Support Director, and how can they be addressed?

A SaaS Technical Support Director often faces challenges such as managing a globally distributed support team, maintaining high customer satisfaction, and adapting to rapid software updates. Balancing resource allocation across time zones and ensuring all team members are adequately trained on new features is essential. Effective communication, strong leadership, and investing in ongoing professional development for support staff help address these challenges and drive continuous improvement in both customer experience and team performance.

What is the difference between Saas Technical Support Director vs Saas Customer Success Manager?

AspectSaas Technical Support DirectorSaas Customer Success Manager
Primary FocusOverseeing technical support teams, resolving complex issues, ensuring technical customer satisfactionBuilding customer relationships, onboarding, and ensuring product adoption and retention
Required CredentialsTechnical certifications, IT support experience, leadership skillsCustomer service experience, communication skills, understanding of SaaS products
Work EnvironmentSupport centers, technical teams, cross-department collaborationCustomer accounts, sales teams, onboarding sessions
Industry UsageCommonly found in SaaS companies with technical support needsPrevalent in SaaS firms focusing on customer retention and success

The Saas Technical Support Director primarily manages technical support teams and handles complex technical issues, while the Saas Customer Success Manager focuses on customer relationships and product adoption. Both roles are vital in SaaS companies but serve different functions in ensuring customer satisfaction and retention.

What are popular job titles related to Saas Technical Support Director jobs?

For Saas Technical Support Director jobs, the most frequently searched job titles are:

Infographic showing various Saas Technical Support Director job openings in the United States as of September 2026, with employment types broken down into 1% As Needed, 73% Full Time, 22% Part Time, and 4% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $123,386 per year, or $59.3 per hour.

Director, Technical Support

Remote

Quavo, Inc.
11 - 50 employees
Learn more about Quavo, Inc.external

Full-time

Re-posted 12 days ago

Job description

Who we are:
Quavo is the industry leader in fraud and disputes management technology, offering the world's only E2E cloud-based Disputes as a Service solution for issuing financial services organizations. Quavo is an organization of tenacious experts who are innovative and challenge complacency to continuously deliver cutting edge technology and AI. Our experts are passionate about delivering value in our solutions and empowering our client community to enhance and evolve industry standards in fraud and disputes management.
About the role:
The Director of Technical Support is a senior leadership position within Quavo's Client Support department, overseeing application and technical support to ensure clients receive the highest quality support experience. This role provides oversight and guidance to Client Advocates and Technical Support Analysts, while leading Client Support strategy and growth. The Director partners closely with the Onboarding team on client go-lives, technical troubleshooting, and release upgrades, and serves as the senior escalation point for client issues. This position is critical to driving operational excellence, cross-functional alignment, and continuous improvement across the Client Support organization.
Responsibilities include:
  • Directly oversee Client Support staff, including Client Advocates and Technical Support Analysts, and align the team with Quavo's overall strategic objectives.
  • Provide daily direction and communication to employees so that Client Support tickets are responded to and resolved according to department best practices.
  • Provide continual evaluation of processes and procedures; recommend methods to improve area operations, efficiency, and service to both internal and external clients.
  • Assist the VP of Client Experience with the operations of the Client Support team, including performance analysis, forecasting, staffing, training, scheduling, and reward/recognition, as well as budget preparation, monitoring, and performance improvement programs.
  • Assist the VP of Client Experience to establish and document work procedures and processes for the Client Support team that support company and departmental standards, procedures, and strategic directives.
  • Provide statistical and performance data to the VP of Client Experience, including analyses of patterns and trends in client feedback and utilization data.
  • Optimize the Client Support team's use of technology, including ticketing systems, automation, and AI agents, and continuously iterate based on data and feedback.
  • Serve as the senior first point of escalation for all client issues.
  • Serve as the leadership liaison between the Client Support and Engineering teams.
  • Participate in corporate and cross-functional initiatives such as product launches, strategic projects, and change management, coordinating with cross-functional managers to promote effective communication and ensure alignment on inter-departmental dependencies.
  • Respond to and resolve employee relations issues expressed by team members; create and maintain a high-quality work environment so team members are motivated to perform at their highest level, and address disciplinary or performance issues according to company policy.
  • Perform daily/core job functions of direct reports if needed to ensure client service standards are met during periods of high volume or unforeseen understaffing.
  • All other duties as assigned.

Required Qualifications:
  • 10 years+ of experience in a technical role.
  • 3+ years of experience in a team lead or manager position with responsibility over direct reports in technical roles.
  • Strong knowledge of process improvement, strategic planning, and project management.
  • Senior-level writing, communication, problem-solving, and analytical skills.
  • Very strong teamwork ability, time management skills, and ability to multitask.
  • Ability to work with multiple internal departments.
  • Ability to manage ambiguity and operate with autonomy; highly organized and self-directed.
  • Working knowledge of MS Windows and MS Office (including email) as well as internet browser operations.
  • Experience with Database, APIs, and SQL troubleshooting.
  • Experience implementing AI solutions.

Preferred Qualifications:
  • Bachelor's Degree preferred
  • Background in SaaS.
  • Experience with Salesforce Service Cloud (or SFDC) and related tools.
  • Experience with PEGA.

Apply