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Saas Technical Support Director Jobs (NOW HIRING)

Braze

Technical Support Specialist

Austin, TX · Hybrid

$57K - $90K/yr

WHAT YOU'LL DO As a Technical Support Specialist, you will be a vital member of our Global Customer ... SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or ...

Braze

Technical Support Specialist

Chicago, IL · Hybrid

$60K - $95K/yr

WHAT YOU'LL DO As a Technical Support Specialist, you will be a vital member of our Global Customer ... SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or ...

Braze

Technical Support Specialist

San Francisco, CA · Hybrid

$64K - $100K/yr

WHAT YOU'LL DO As a Technical Support Specialist, you will be a vital member of our Global Customer ... SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or ...

Braze

Technical Support Specialist

New York, NY · Hybrid

$64K - $100K/yr

WHAT YOU'LL DO As a Technical Support Specialist, you will be a vital member of our Global Customer ... SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or ...

Virtuous Software

Director of Support

Phoenix, AZ · On-site +1

... technical or customer support functions in B2B SaaS, with direct experience managing managers (not just individual contributors) across a team of 20+ * A track record of scaling a support org through ...

Itron, Inc

Technical Support Engineer

Chicago, IL · On-site

The Technical Support Engineer is a hands-on leader responsible for delivering exceptional support ... Serve as the primary escalation point for complex technical issues involving SaaS applications ...

Itron, Inc.

Technical Support Engineer

Chicago, IL

The Technical Support Engineer is a hands-on leader responsible for delivering exceptional support ... Serve as the primary escalation point for complex technical issues involving SaaS applications ...

Itron, Inc.

Technical Support Engineer

Chicago, IL · On-site

The Technical Support Engineer is a hands-on leader responsible for delivering exceptional support ... Serve as the primary escalation point for complex technical issues involving SaaS applications ...

Itron, Inc.

Technical Support Engineer

Chicago, IL · On-site

The Technical Support Engineer is a hands-on leader responsible for delivering exceptional support ... Serve as the primary escalation point for complex technical issues involving SaaS applications ...

Braze

Technical Support Specialist

New York, NY · On-site

$64K - $100K/yr

WHAT YOU'LL DO As a Technical Support Specialist, you will be a vital member of our Global Customer ... SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or ...

Braze

Technical Support Specialist

Chicago, IL · On-site

$60K - $95K/yr

WHAT YOU'LL DO As a Technical Support Specialist, you will be a vital member of our Global Customer ... SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or ...

W3Global Inc.

Technical Support Supervisor

Round Lake, NY · On-site

$70K - $80K/yr

We specialize in placing permanent, direct, contract, and temporary positions for companies of any ... We are committed to helping organizations redefine their recruitment process by delivering our SaaS ...

New

ShipperHQ

Sr. Technical Support Engineer

Austin, TX · On-site

Partner with customer-facing teams to provide direct client support through email, phone calls, and ... SaaS support, customer support, customer experience, or another technical customer-facing role

HungerRush

Manager, Technical Support

Overland Park, KS · On-site +1

... direct reports for continued improvement and training. Technical Support Manager Job Duties ... Knowledge in working with CRM and SaaS software applications. * Demonstrated ability to multitask ...

ShipperHQ

Sr. Technical Support Engineer

Austin, TX · On-site

Partner with customer-facing teams to provide direct client support through email, phone calls, and ... SaaS support, customer support, customer experience, or another technical customer-facing role

Braze

Technical Support Specialist

San Francisco, CA · On-site

$64K - $100K/yr

WHAT YOU'LL DO As a Technical Support Specialist, you will be a vital member of our Global Customer ... SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or ...

Hi! Tech

Be Seen First

Technical Support Specialist

New York, NY · On-site

$65K - $80K/yr

We are seeking a Technical Support Specialist who will play a crucial role in providing exceptional ... Configure and administer SaaS applications such as G Suite, Dropbox, Slack, Jamf, Atlassian Suite ...

Navina

Navina is a fast-growing digital health SaaS company that's on a mission to transform the way ... The Technical Support Engineer is a key contributor to our overall customer experience and our ...

New

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Saas Technical Support Director information

See salary details

$38K

$123.4K

$274K

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

As of Sep 12, 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, 74% Full Time, 20% Part Time, and 5% 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.

Technical Support Specialist

Austin, TX • Hybrid

Braze
Software Development • 1 - 5K employees
Learn more about Brazeexternal

$57K - $90K/yr

Full-time

Re-posted 12 days ago

Job description

WHAT YOU'LL DO

As a Technical Support Specialist, you will be a vital member of our Global Customer Support organization-serving as a trusted product expert, primary point of contact for inbound questions and owner of complex technical cases. You'll diagnose and fix issues, answer product questions, and guide best practices, ensuring fast, accurate help and a great customer experience.

Your responsibilities will include:

  • Owning customer inquiries end-to-end (how-to questions, technical break-fix issues, integration/configuration help, and best practice guidance), providing timely, insightful, and technically sound resolutions and suggestions.
  • Becoming a trusted product expert-mastering the dashboard, integrations, troubleshooting steps, and best practices
  • Driving increased product adoption by enabling customers to effectively utilize the platform and achieve their desired outcomes.
  • Collaborating effectively with your own team members, Customer Success, Account Managers, Product and Engineering, and other cross-functional teams to deliver seamless customer experiences.
  • Proactively identifying opportunities to enhance customer satisfaction and drive product adoption.
  • Contributing to process improvements and internal enablement while actively documenting and sharing knowledge to elevate teammates and customers.

Please note this job description does not cover every duty you may need to undertake; you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.

WHAT YOU HAVE

  •  2-3 years of experience supporting technical products, ideally in SaaS or mobile application environments.
  • A degree from an accredited college or university, a technical boot camp certification, or equivalent practical experience.
  • Proficiency with case management tools (e.g., Salesforce, Zendesk) for efficient inquiry management and resolution.
  • Hands-on experience with HTML, CSS, APIs, and/or SQL
  • Experience with tools such as Postman, Snowflake, and/or Kibana is a plus.
  • Domain knowledge of two or more: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or basic programming.
  • Strong written and verbal communication skills in English

WHO YOU ARE

  • An excellent communicator with a customer-centric attitude with the ability to translate complex concepts into clear, understandable language for diverse audiences.
  • Analytical, curious, and resourceful with strong troubleshooting and problem-solving capabilities
  • Passionate about helping customers and resolving issues efficiently and effectively.
  • Skilled at managing and prioritizing a high volume of inquiries and escalations; resilient and calm under pressure in fast-paced, time-sensitive situations.
  • Able to synthesize complex technical concepts and communicate them clearly to diverse audiences
  • Adaptable to fast-paced, high-volume environments with shifting priorities while being able to multitask and maintain performance under pressure.
  • A proactive problem solver with a strong sense of intellectual curiosity, who thrives in collaborative team settings to tackle challenges.

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $57,000 and $90,000/year, with an expected On Target Earnings (OTE) between $64,000 and $101,000/year (including bonus or commission).Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.

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