Technical Support Manager

2 semanas atrás

Brasil DocuSign, Inc. Tempo inteiro

Job Summary

The Technical Support Manager at DocuSign, Inc. leads a team of Technical Support Engineers, ensuring the highest quality of support to our customers. This role requires a strong technical background, excellent leadership skills, and the ability to motivate and develop a team.

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

Requirements

  • 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

Preferred Qualifications

  • 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

About DocuSign

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. We are an equal opportunities employer and welcome applications from diverse candidates.

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