DocuSign

1 week ago

Manager, Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Lead a team of Technical Support Engineers focused on complex enterprise inquiries and technical troubleshooting across the product portfolio, with a specific focus on Salesforce integrations. Coach and develop talent, manage support operations using performance metrics, and drive continuous improvement in quality, documentation, and compliance. Handle escalations and enterprise risk, partner with Product/Engineering/Customer Success to influence fixes, and use customer trends and operational data to improve end-to-end customer experience.

Location: Brazil

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop a high-performing customer support team to foster accountability, collaboration, and continuous learning.
•Drive team performance through coaching, performance evaluations, talent development, and succession planning.
•Oversee support operations by monitoring key performance metrics, improving processes, and maintaining quality, documentation, and compliance standards.
•Resolve complex customer escalations and partner with cross-functional teams to manage enterprise customer risks and drive successful outcomes.
•Identify customer trends and systemic issues using operational data to drive continuous improvement, and champion adoption of new AI-enabled and automated technologies.

Key Requirements

•8+ years of experience in technical support, customer support, customer success, or a related customer-facing role supporting enterprise SaaS products.
•3-5+ years leading and developing customer support or technical support teams, including performance management and coaching.
•Experience managing complex customer escalations and driving successful outcomes for enterprise customers.
•Experience using customer support platforms, CRM systems, and reporting tools to improve team effectiveness and operational performance.
•A bachelor’s degree in Computer Science, Engineering, or related technical field (or equivalent practical experience) with fluency in written and spoken English.

Experience:8+ yearsSaaSEnterprise software

Education:Bachelor's in Computer Science, Engineering, or a related technical field

Skills:LeadershipCoachingCommunicationCollaborationProblem-solving

Languages:English

Tech Stack:SalesforceJiraCRMREST APIsJSONXMLSOAPAI-enabled solutionsAutomationCustomer support platformsCase management

Company Brief

DocuSign

Provides a cloud-based electronic signature and intelligent agreement management platform that automates document workflows, identity verification, contract lifecycle management, and agreement analytics for enterprises and individuals worldwide.

Industry: LegalTech

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor

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DocuSign

1 week ago

Manager, Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: Brazil

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop a high-performing customer support team to foster accountability, collaboration, and continuous learning.
•Drive team performance through coaching, performance evaluations, talent development, and succession planning.
•Oversee support operations by monitoring key performance metrics, improving processes, and maintaining quality, documentation, and compliance standards.
•Resolve complex customer escalations and partner with cross-functional teams to manage enterprise customer risks and drive successful outcomes.
•Identify customer trends and systemic issues using operational data to drive continuous improvement, and champion adoption of new AI-enabled and automated technologies.

Key Requirements

•8+ years of experience in technical support, customer support, customer success, or a related customer-facing role supporting enterprise SaaS products.
•3-5+ years leading and developing customer support or technical support teams, including performance management and coaching.
•Experience managing complex customer escalations and driving successful outcomes for enterprise customers.
•Experience using customer support platforms, CRM systems, and reporting tools to improve team effectiveness and operational performance.
•A bachelor’s degree in Computer Science, Engineering, or related technical field (or equivalent practical experience) with fluency in written and spoken English.

Experience:8+ yearsSaaSEnterprise software

Education:Bachelor's in Computer Science, Engineering, or a related technical field

Skills:LeadershipCoachingCommunicationCollaborationProblem-solving

Languages:English

Tech Stack:SalesforceJiraCRMREST APIsJSONXMLSOAPAI-enabled solutionsAutomationCustomer support platformsCase management

Company Brief

DocuSign

Industry: LegalTech

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor