Manager, Technical Support

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

The Manager, Technical Support leads a team of Technical Support Engineers (TSE's); acts as a mentor and coach to team members. Ensures the team delivers the highest quality of support to our customers. TSE's work directly with customers to resolve technical inquiries and questions across the full Docusign product line. Working with resources across Docusign, this role expedites the resolution of issues to empower customers to achieve the highest value and adoption of our software.

This position is a people manager role reporting to Senior Manager, Technical Support.

Responsibility

• Lead and develop a team of Technical Support Engineers
• Motivate, recognize, develop, mentor, and train the team and onboard new team members
• Drive operational efficiency, including measuring key metrics, process improvement initiatives, documentation, and change management
• Conduct twice a year employee focal reviews for direct reports
• Act as the liaison between Support and Engineering, Professional Services, and Product Management organizations
• Support large enterprise customers as they develop customized uses for the core Docusign products and services
• Identify trending issues for customers and internal employees that may require escalation
• Perform check of escalated issues found by internal team members prior to advancing through proper channels
• Handle Support Risk Assessment Team compliance activities

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic

• Fluency in English
• 5+ years of experience in a technical customer-facing role (Support, Professional Services, development support etc.) for an enterprise SaaS product
• Experience leading large technical teams
• 3+ years of experience in a lead role or as a manager within a Technical Support team
• Experience with software to support the team and manage escalations effectively
• 3+ years of experience working in a hybrid workforce environment
• Bachelor of Science degree in Computer Science, Engineering, or a related technical discipline

Preferred

• Experience in providing technical customer support
• Experience using Salesforce
• Experience with Docusign and/or competitor products
• Experience with technical training and content creation
• Experience with ticket management systems and call tracking applications
• Proficiency in additional languages beyond English
• Experience in web-based application development

Life at Docusign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

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