Manager, Technical Support

Há 3 dias


Blumenau, Brasil Docusign Tempo inteiro

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 position 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 designations

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
  • 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)
Preferred
  • An effective and proven technical background in software, including handling escalations and mentoring teams
  • 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

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

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

Applicant and Candidate Privacy Notice

Seniority level
  • Mid-Senior level
Employment type
  • Contract
Job function
  • Information Technology
Industries
  • Software Development

Referrals increase your chances of interviewing at Docusign by 2x

Strategic Customer Success Account Manager Software Engineering Manager - Ubuntu Linux Kernel Technical Support Engineer (Remote, BRA) Technical Support Analyst (Product Support Analyst) Technical Support Engineer - IDP (Remote)

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr

  • Blumenau, Brasil Docusign Tempo inteiro

    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. Using...


  • Blumenau, Santa Catarina, Brasil beBeeTechnical Tempo inteiro US$90.000 - US$118.000

    Job Title: Technical Support SpecialistYou will be part of a dynamic team, working closely with clients and internal stakeholders to resolve technical issues.

  • Technical Support Specialist

    2 semanas atrás


    Blumenau, Santa Catarina, Brasil beBeeSupport Tempo inteiro R$60.000 - R$90.000

    Job Title: Support TechnicianThe role of a Technical Support Specialist plays a vital part in the success and growth of our organization, influencing key aspects of our team.Your Key Responsibilities:The primary focus is to deliver exceptional technical support to our customers, ensuring their needs are met and exceeded.As a member of our collaborative...


  • Blumenau, Santa Catarina, Brasil CrowdStrike Holdings, Inc. Tempo inteiro

    Technical Support Engineer (Remote, BRA) page is loadedTechnical Support Engineer (Remote, BRA) Apply locations Brazil - Remote time type Full time posted on Posted Yesterday job requisition id R24104As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn't...


  • Blumenau, Santa Catarina, Brasil beBeeTechnical Tempo inteiro US$90.000 - US$110.000

    Job Summary:Providing expert technical support for RIS and PACS systems requires a high level of skill, expertise, and experience.Your Key Responsibilities:Offer advanced technical assistance and troubleshooting to resolve complex issues related to RIS and PACS systems. Utilize problem management frameworks to ensure long-term solutions and prevent...


  • Blumenau, Santa Catarina, Brasil beBeeTechnical Tempo inteiro R$90.000 - R$110.000

    Key Role: Technical Support SpecialistWe seek a skilled professional to ensure optimal functionality of RIS and PACS systems, directly contributing to effective healthcare delivery.Provide advanced technical assistance and troubleshooting to resolve complex issues related to RIS and PACS systems. Serve as an escalation point for Level 1 support, ensuring...


  • Blumenau, Santa Catarina, Brasil beBeeTechnical Tempo inteiro US$80.000 - US$150.000

    Job Title Expert Technical Support SpecialistWe are seeking a skilled technical professional to provide advanced support for our radiology information systems (RIS) and picture archiving and communication systems (PACS). This role will play a critical part in ensuring the optimal functionality of these systems, thereby enhancing healthcare delivery.Key...


  • Blumenau, Santa Catarina, Brasil beBeeTechnical Tempo inteiro R$48.672 - R$96.835

    About the PositionThis is a captivating opportunity to participate in our Application Support Team as a skilled professional.As a key contributor, you will be responsible for delivering advanced support and consultancy to clients, regional teams, and global departments.Key ResponsibilitiesProvide technical expertise and solutions to complex production...

  • Technical Problem Solver

    1 semana atrás


    Blumenau, Santa Catarina, Brasil beBeeTroubleshooting Tempo inteiro R$3.150 - R$4.200

    IT Support SpecialistThe primary function of an IT support specialist is to provide technical assistance and troubleshooting services to ensure the smooth operation of systems.


  • Blumenau, Santa Catarina, Brasil beBeeElectrotechnical Tempo parcial US$55.000 - US$73.000

    Job OverviewWe are seeking a skilled Electrotechnical Support Specialist to join our team. As an Electrotechnical Support Engineer, you will be responsible for providing technical support via calls and emails, resolving complex issues, and maintaining knowledge of our client's products and services.