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
As the Manager of Technical Support, you will lead a team of Technical Support Engineers (TSEs) who resolve complex technical inquiries and support enterprise customers across Docusign’s product portfolio. You will be responsible for coaching, developing, and empowering your team to provide world-class customer service while ensuring operational excellence across support delivery. This includes managing escalations, fostering cross-functional collaboration, and driving continuous improvement. Your leadership will help ensure customer success, team satisfaction, and scalable support operations.
This is a people manager role reporting to the Senior Support Service Delivery Manager
Responsibilities:
Lead, develop, and coach a team of Technical Support Engineers (TSEs)
Manage onboarding, mentoring, and ongoing development of team members
Drive operational efficiency through KPI tracking, process optimization, documentation, and change management
Conduct performance evaluations, including bi-annual focal reviews
Act as a liaison between Technical Support and cross-functional teams, including Engineering, Product and Professional Services
Support escalated enterprise customer issues and risk assessments
Identify and escalate systemic issues and emerging customer trends
- Oversee compliance activities and quality reviews within the support environment
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:
- 6+ years of experience in a technical, customer-facing role supporting enterprise SaaS products
- 3+ years of experience as a team lead or manager in a technical support environment
- Proven experience managing individuals in hybrid or remote team environments
- An effective and proven technical background in software, including handling escalations and mentoring teams
- Bachelor’s degree or equivalent experience in Computer Science, Engineering, or related technical field
- English language fluency (native or fluent)
Preferred:
- Experience with web-based applications or development
- Proficiency in using Salesforce, JIRA, and other ticket/case management platforms
- Experience providing and/or assisting with technical training, documentation, or knowledge base content creation
- Exposure or familiarity with Docusign or comparable agreement technology platforms
- Familiarity with internet technologies such as REST APIs, JSON, XML, SOAP, and Pub/Sub architecture
- Fluency in an additional language beyond English
Life At Docusign
Working here
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
If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance.
