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Manager, Support Expert
Manager, Support ExpertDocuSign • New Haven, CT, US
Manager, Support Expert

Manager, Support Expert

DocuSign • New Haven, CT, US
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Manager Of Technical Support

As 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.

Responsibilities include :

  • 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, documentation, and change management
  • Conduct performance evaluations, including bi-annual focal reviews
  • Act as a liaison between Technical Support and cross-functional teams, including Engineering, Product, and Professional Services
  • Support escalated enterprise customer issues and risk assessments
  • Identify and escalate systemic issues and emerging customer trends
  • Oversee compliance activities and quality reviews within the support environment

Basic requirements include :

  • 5+ years of experience in a technical, customer-facing role supporting enterprise SaaS products
  • 3+ years of experience as a team lead or manager in a technical support environment
  • Experience managing individuals in hybrid or remote team environments
  • Bachelor's degree or equivalent experience in Computer Science, Engineering, or related technical field
  • English language fluency

    • Preferred qualifications include :

  • Effective and proven technical background in software, including handling escalations and mentoring teams
  • Experience with web-based applications or development
  • Proficiency in using Salesforce, JIRA, and other ticket / case management platforms
  • Experience providing and / or assisting with technical training, documentation, or knowledge base content creation
  • Exposure or familiarity with Docusign or comparable agreement technology platforms
  • Familiarity with internet technologies such as REST APIs, JSON, XML, SOAP, and Pub / Sub architecture
  • Fluency in an additional language beyond English
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