Technical Support Manager
2 semanas atrás
At DocuSign, Inc., we are seeking a highly skilled Technical Support Manager to lead our team of Technical Support Engineers. As a Technical Support Manager, you will be responsible for ensuring the highest quality of support to our customers.
Key Responsibilities:- Lead and develop a team of Technical Support Engineers
- Be responsible for motivating, recognizing, developing, mentoring, and training the team and onboarding 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
- 8+ years of experience in a technical customer-facing role (Support, Professional Services, development support etc.) for an enterprise SaaS product
- English language proficiency: native or fluent
- Experience of leading large technical teams
- 5+ years of experience as a lead role or manager within a Technical Support team
- Technical background in software is required in order to support the team and handle escalations efficiently
- 3+ years' experience working in a hybrid workforce environment
- Bachelor of Science degree in a Computer Science, Engineering, or related technical subject area
- Web-based applications development experience is a plus
- Team builder 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
At DocuSign, we are committed to building trust and making the world more agreeable for our employees, customers, and the communities in which we live and work. We strive to create an inclusive and diverse work environment where everyone has the opportunity to succeed.
We are an equal opportunity employer and welcome applications from diverse candidates. If you need any accommodations during the application process, please contact us at [insert contact email].
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