Manager, Technical Support - DocuSign : Job Details

Employer Industry: Software as a Service (SaaS)Why consider this job opportunity:- Opportunity for career advancement and growth within the organization- Flexible remote work arrangement- Supportive and collaborative work environment- Lead a team dedicated to delivering world-class customer service- Engage in continuous improvement initiatives to enhance operational efficiencyWhat to Expect (Job 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, and documentation- Act as a liaison between Technical Support and cross-functional teams, including Engineering and Product- Support escalated enterprise customer issues and identify systemic issuesWhat is Required (Qualifications):- 8+ years of experience in a technical, customer-facing role supporting enterprise SaaS products- 5+ years of experience as a team lead or manager in a technical support environment- Proven leadership in hybrid or remote team environments- Strong technical background in software, including handling escalations and mentoring teams- Bachelor's degree in Computer Science, Engineering, or related technical fieldHow to Stand Out (Preferred Qualifications):- Experience with web-based applications or development- Proficiency in using Salesforce, Jira, and other ticket/case management platforms- Experience in technical training, documentation, or knowledge base content creation- Exposure to comparable agreement technology platforms- Familiarity with internet technologies such as REST APIs, JSON, XML, SOAP, and Pub/Sub architecture#SaaS #TechnicalSupport #RemoteWork #CareerGrowth #LeadershipOpportunity