Manager, Technical Support

DocuSign; Canada; Remote; CAD 80,000 - 120,000; Full time

Job summary

A leading company in Software and Technology Solutions is seeking a Technical Support Team Lead to manage and develop a skilled team of Technical Support Engineers. This role offers remote work flexibility and opportunities for career advancement within a supportive and collaborative environment. Candidates should have a strong technical background and proven leadership skills, with a focus on enhancing customer success and operational efficiency.

Benefits

Remote work flexibility

Career advancement opportunities

Supportive work environment

Qualifications

• 5+ years of experience as a team lead or manager in a technical support environment.
• Technical background in software, handling escalations and mentoring teams.
• English language fluency (native or fluent).

Responsibilities

• Lead, develop, and coach a team of Technical Support Engineers.
• Manage onboarding, mentoring, and ongoing development of team members.
• Support escalated enterprise customer issues and identify systemic trends.

Skills

Leadership

Technical Support

Customer Service

Process Optimization

KPI Tracking

Education

Bachelor’s degree in Computer Science

Bachelor’s degree in Engineering

Related technical field

Tools

Salesforce

Jira

Job description

Employer Industry: Software and Technology Solutions

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Remote work flexibility, allowing you to work from a designated location
- Supportive and collaborative work environment focused on team satisfaction
- Chance to lead a skilled team and make a significant impact on customer success
- Commitment to diversity and equal opportunity for all employees

What 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 trends

What is Required (Qualifications):
- 5+ years of experience as a team lead or manager in a technical support environment
- Technical background in software, including handling escalations and mentoring teams
- Bachelor’s degree in Computer Science, Engineering, or a related technical field
- English language fluency (native or fluent)

How to Stand Out (Preferred Qualifications):
- 8+ years of experience in a technical, customer-facing role supporting enterprise SaaS products
- Proven leadership in hybrid or remote team environments
- Experience with web-based applications or development
- Proficiency in using Salesforce, Jira, and other ticket/case management platforms
- Familiarity with internet technologies such as REST APIs, JSON, XML, SOAP, and Pub/Sub architecture

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