Technical Support Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Lead and guide a team of Technical Support Engineers

• Inspire, acknowledge, cultivate, mentor, and train the team while onboarding new members

• Enhance operational efficiency through essential metrics, process improvement initiatives, documentation, and change management

• Conduct semi-annual employee focal reviews for direct reports

• Serve as a liaison between Support, Engineering, Professional Services, and Product Management

• Assist large enterprise clients in creating tailored applications for Docusign products and services

• Identify and address emerging customer and internal employee issues that require escalation

• Review escalated issues prior to progressing them through the appropriate channels

• Manage compliance activities for the Support Risk Assessment Team

⛳️ Requirements

• Proficiency in English

• Over 5 years of experience in a technical customer-facing role related to an enterprise SaaS product

• Proven experience in leading large technical teams

• More than 3 years of experience in a leadership position or as a manager within a Technical Support team

• Familiarity with software that aids the team and effectively handles escalations

• Over 3 years of experience in a hybrid workforce environment

• Bachelor of Science degree in Computer Science, Engineering, or a comparable technical field

• Experience in delivering technical customer support

• Proficient in using Salesforce

• Experience with Docusign and/or competing products

• Background in technical training and content development

• Familiarity with ticket management systems and call tracking applications

• Fluency in additional languages besides English

• Experience in web-based application development

🏝️ Benefits

• Remote work designation; employee primarily operates from a designated remote location

• Reasonable accommodations available for qualified individuals with disabilities

• Religious accommodations provided during the application process