Director of Technical Support Jobs
Director of Technical Support jobs are open across SaaS, enterprise software, telecommunications, and managed services, from team lead to VP level, with specializations in customer escalations, global support operations, and ITSM strategy. Find a role that fits below and apply directly.
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The Opportunity
We are looking for a strategic, hands-on Director of Client Services to join us on-site at our Melville, Long Island headquarters to lead and elevate our post-launch client experience—overseeing both our Post-Live Support Team (First 90 Days), Client Success (Post 90 days and on) and our Technical Support (Helpdesk) Department &
In this pivotal leadership role, you will work directly alongside our executive, implementation, product, and engineering teams in Melville to own the client journey from the moment a law firm goes live. While our Implementation Department handles pre-launch data migration and initial system setup, your mandate is to ensure a seamless handoff at go-live—guiding new firms through their critical first 90 days of live operation, resolving post-launch workflow hurdles, and delivering responsive, high-caliber ongoing technical support across our entire client base.
Key Responsibilities
1. Post-Live Support Leadership (First 90 Days Hypercare)
- Own the First 90 Days Post-Go-Live: Lead and structure the dedicated Post-Live Support team responsible for guiding newly launched law firms through their critical first 90 days of active production use.
- Seamless Implementation Handoff: Partner closely with the Head of Implementation to ensure smooth transitions from pre-go-live setup into live operation, verifying that newly configured workflows, custom screens, picklists, and document templates perform smoothly in real-world practice.
- Rapid Adoption & Friction Resolution: Proactively identify and resolve post-launch bottlenecks, user adoption gaps, and configuration fine-tuning so new clients achieve full operational confidence quickly.
- Graduate Clients to Steady-State Support: Establish clear readiness criteria and graduation milestones to smoothly transition stabilized firms from 90-day post-live hypercare into standard ongoing support.
2. Technical Support & Helpdesk Management (Ongoing Support)
- Lead the Support Organization: Manage, mentor, and scale our technical support specialists and team leads serving law firms across the United States and Canada.
- Create a Tight Feedback Loop: Analyze ticket trends across both the 90-day post-live cohort and established clients to identify recurring friction points, feeding those insights back to Implementation, Product, and Engineering to prevent future issues.
- SLA & Escalation Management: Establish and enforce Service Level Agreements (SLAs) for response and resolution times, acting as the executive point of escalation for complex technical issues or urgent client needs.
3. Cross-Functional Collaboration & In-Office Leadership
- Partner Directly with Implementation, Engineering & Product: Collaborate face-to-face in our Melville office with the Implementation leader, software developers, and product managers to communicate client feature requests, escalate software bugs, and prepare support teams for new releases—including our SmartIntelligence™ AI suite.
- Foster Team Culture & Mentorship: Provide hands-on, in-person coaching, floor supervision, and professional development across both the Post-Live and Technical Support teams.
- Metrics & Process Optimization: Define, track, and report on KPIs across both functions—including 90-Day Stabilization Rate, Post-Live Ticket Volume, First-Contact Resolution (FCR), Ticket Backlog, SLA Compliance, and Client Satisfaction (CSAT/NPS).
Qualifications & Experience
- Location & Schedule: Must be able to commute daily to our Melville, NY office (this is a strictly on-site leadership role).
- Proven SaaS Leadership: 5+ years of experience managing Technical Support, Post-Live Support/Customer Success, or Client Services teams at a B2B SaaS company.
- Legal Tech / Legal Industry Background (Major Plus): Prior experience working in a SaaS environment serving the legal industry—or direct familiarity with law firm operations, litigation workflows, and legal case management software—is a major plus.
- Technical Fluency: Strong understanding of relational databases (Microsoft SQL Server), data migration/ETL concepts, APIs, MCP, and enterprise software configuration. You don't need to be a software developer, but you must be comfortable troubleshooting technical workflows alongside engineers.
- Dual-Mode Management: Ability to balance high-touch, proactive post-launch onboarding stabilization (first 90 days) with the fast-paced, reactive demands of an ongoing technical support queue—without letting one cannibalize the other.
- Exceptional Communication: High emotional intelligence with the executive presence to manage expectations with managing partners, firm administrators, and IT directors at law firms of all sizes.
What We Offer
- Competitive base salary + performance bonus structure
- Comprehensive health benefits
- 401(k) matching
- Convenient Melville, Long Island office location (right off the LIE / Route 110 corridor)
- The opportunity to lead and shape a critical department at a market-leading legal technology company
About Us
SmartAdvocate is a premier, rapidly growing legal case management SaaS platform trusted by law firms across the United States and Canada. Built specifically to streamline complex legal workflows, our platform empowers firms to manage cases, documents, communications, and analytics with unmatched efficiency. SmartAdvocate recently launched a new suite of artificial intelligence tools for the legal community under the trademark, SmartIntelligence.
Pay: From $150,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Experience:
- Legal case management: 1 year (Required)
Ability to Commute:
- Melville, NY 11747 (Required)
Work Location: In person
Director of Technical Support Jobs by Experience Level
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Who's Hiring
What Employers Look For
The qualifications that appear most often in director of technical support jobs.
- 7 or more years of technical support experience with at least 3 in a management role
- Proven ability to lead and scale multi-tier technical support teams
- Experience with ITSM platforms such as ServiceNow, Zendesk, or Salesforce Service Cloud
- Strong background in defining and enforcing SLAs, KPIs, and escalation procedures
- ITIL certification or demonstrated knowledge of ITIL service management frameworks
- Bachelor's degree in computer science, information technology, or a related field
Tips for Your Director of Technical Support Job Search
Quantify support operations on your resume
Hiring managers for this role expect metrics tied to outcomes you owned: ticket deflection rates, CSAT improvements, time-to-resolution reductions, and headcount you led. Generic statements about managing teams won't move you past the first screen.
Tailor your resume to the support model
A B2B SaaS company wants evidence you've built tiered escalation frameworks and reduced churn through support. A telco or MSP wants operational scale and SLA governance. Read each job description for the support model before you customize.
Apply early to roles that fit
Migrate Mate lists director of technical support openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Target companies by their support maturity
Early-stage companies hiring a first director want a builder who can create process from scratch. Established enterprises want an optimizer who can scale existing teams. Look for signals in the job description like 'build out' versus 'lead and grow' to self-select accurately.
Prepare a cross-functional influence story
Interviewers at this level probe how you've aligned support with product, engineering, and sales. Prepare two or three specific examples where your team's feedback directly shaped a product decision or reduced escalations to engineering.
Negotiate scope alongside compensation
At the director level, what you're responsible for matters as much as what you're paid. Before accepting, clarify whether you own the full support P&L, headcount authority, tooling budget, and whether the role has a direct path to VP.
Director of Technical Support Jobs: Frequently Asked Questions
Which companies are hiring the most director of technical supports?
The most active employers for director of technical supports right now are ASM, Metropolitan Transportation Authority, and Zendesk, and the most openings are in New York, Texas, and California, based on current listings on Migrate Mate as of November 2026. Demand is especially concentrated in enterprise software and managed services providers.
How many director of technical support jobs are remote?
About 75% of director of technical support openings are fully remote or hybrid as of November 2026, reflecting broad adoption of distributed support models at the director level. Roles focused on global support operations and cloud-based ITSM platforms tend to have the highest remote availability, while positions requiring direct oversight of on-site support centers are more likely to require in-person presence.
How do you become a director of technical support?
Most directors of technical support move up through support engineer and support manager roles, building hands-on experience with escalation handling, SLA management, and team leadership along the way. Earning an ITIL certification and gaining exposure to cross-functional projects with product or engineering teams accelerates the path. Demonstrating ownership of department-level outcomes, such as reducing churn or improving CSAT, is what typically triggers promotion to or hiring at the director level.
Can I get hired as a director of technical support without direct management experience?
It's difficult but not impossible. Employers hiring at the director level almost always expect people management experience, but candidates who have led cross-functional initiatives, managed vendor relationships, or built support processes from the ground up in a senior individual contributor role can sometimes make the case. Targeting smaller companies or startups hiring their first support director gives you the best opening without a formal management title on your resume.
What does the director of technical support interview process look like?
Most processes run three to five rounds. An initial screen with HR or a recruiter is followed by a hiring manager conversation focused on your leadership philosophy and operational experience. Later rounds typically include a panel with peers from engineering, product, or customer success, and a final executive interview. Many companies add a case study or presentation asking you to diagnose a struggling support operation and propose a turnaround plan.
Where can I find and apply to director of technical support jobs?
You can find and apply to director of technical support jobs on Migrate Mate, which lists current openings from across the United States. Find roles that match your background and apply directly to each listing on the page.
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