Manager, Support Expert

Company OverviewDocusign 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 DoAs 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 Director, Digital Customer Support.ResponsibilityLead, develop, and coach a team of Technical Support Engineers (TSEs)Manage onboarding, mentoring, and ongoing development of team membersDrive operational efficiency through KPI tracking, process optimization, documentation, and change managementConduct performance evaluations, including bi-annual focal reviewsAct as a liaison between Technical Support and cross-functional teams, including Engineering, Product, and Professional ServicesSupport escalated enterprise customer issues and risk assessmentsIdentify and escalate systemic issues and emerging customer trendsOversee compliance activities and quality reviews within the support environmentJob DesignationRemote: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 BringBasic5+ years of experience in a technical, customer-facing role supporting enterprise SaaS products3+ years of experience as a team lead or manager in a technical support environmentExperience managing individuals in hybrid or remote team environmentsBachelor's degree or equivalent experience in Computer Science, Engineering, or related technical fieldEnglish language fluencyPreferredEffective and proven technical background in software, including handling escalations and mentoring teamsExperience with web-based applications or developmentProficiency in using Salesforce, JIRA, and other ticket/case management platformsExperience providing and/or assisting with technical training, documentation, or knowledge base content creationExposure or familiarity with Docusign or comparable agreement technology platformsFamiliarity with internet technologies such as REST APIs, JSON, XML, SOAP, and Pub/Sub architectureFluency in an additional language beyond EnglishLife At DocusignWorking hereDocusign 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.AccommodationDocusign 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.Our global benefitsPaid time offTake time to unwind with earned days off, plus paid company holidays based on your region.Paid parental leaveTake up to six months off with your child after birth, adoption or foster care placement.Full health benefitsOptions for 100% employer-paid health plans from day one of employment.Retirement plansSelect retirement and pension programs with potential for employer contributions.Learning & developmentGrow your career with coaching, online courses and education reimbursements.Compassionate care leavePaid time off following the loss of a loved one and other life-changing events.