Job Level
Mid-LevelSenior
Tech Stack
SOAP
About the role
- Lead a team of Technical Support Engineers (TSEs) who resolve complex technical inquiries and support enterprise customers across DocuSign’s product portfolio
- Coach, develop, and empower team members to provide world-class customer service
- 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
- Manage escalations, foster cross-functional collaboration, and drive continuous improvement
- Report to the Senior Support Service Delivery Manager
Requirements
- 5+ 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
- Bachelor’s degree or equivalent experience in Computer Science, Engineering, or related technical field
- English language fluency (native or fluent)
- Effective and proven technical background in software, including handling escalations and mentoring teams (preferred)
- Experience with web-based applications or development (preferred)
- Proficiency in using Salesforce, JIRA, and other ticket/case management platforms (preferred)
- Experience providing and/or assisting with technical training, documentation, or knowledge base content creation (preferred)
- Exposure or familiarity with DocuSign or comparable agreement technology platforms (preferred)
- Familiarity with internet technologies such as REST APIs, JSON, XML, SOAP, and Pub/Sub architecture (preferred)
- Fluency in an additional language beyond English (preferred)