Technical Support Manager

Job Description

The Technical Support Manager manages 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:

Manage and develop a team of TSE’s
Empower, recognize, develop, mentor, and train the team in addition to onboarding new team members
Drive operational excellence, 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 the required channels
Handle Support Risk Assessment Team compliance activities

Job Designation:
Employee is not required to be in or near an office frequentlyand works from a designated remote work location for the majority of thetime.
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:

8+ years experience in a technical customer-facing role (Support, Professional Services, development support etc.) for an enterprise SaaS product
English language proficiency either native or fluent
Experience leading large technical teams
5+ years experience as a lead or manager within a Technical Support team
Technical background in software is required in order to support the team and handle escalations effectively
3+ years experience working in a hybrid workforce environment
Bachelor of Science degree in a Computer Science, Engineering, or related technical field

Preferred:

Web-based applications development experience is a plus
Team builder and passionate about customer successes, employee satisfaction, and continuous improvement
Experience in providing technical customer support a strong preference
Experience using Salesforce and Salesforce Apex
Knowledge or 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
Knowledge of Internet technologies including REST APIs, JSON, XML, SOAP, PubSub Architecture and software technologies including.NET

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.