Manager, Technical Support

DocuSign, Inc.; Ontario; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading company in e-signature and contract lifecycle management is seeking a Manager of Technical Support. This role involves leading a team to resolve complex technical inquiries and support enterprise customers. You will drive operational excellence and ensure customer success while managing escalations and fostering collaboration across teams. The position is remote, offering flexibility and a commitment to employee well-being.

Benefits

Paid Time Off

Paid Parental Leave

Full Health Benefits Plans

Retirement Plans

Learning and Development

Qualifications

• 5+ years of experience as a team lead or manager in a technical support environment.
• Proven leadership in hybrid or remote team environments.

Responsibilities

• Lead, develop, and coach a team of Technical Support Engineers.
• Manage escalations and foster cross-functional collaboration.

Skills

Leadership

Technical Support

Customer Service

Collaboration

Problem Solving

Education

Bachelor’s degree in Computer Science

Bachelor’s degree in Engineering

Tools

Salesforce

Jira

Job description

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

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 Manager, Support Expert.

Responsibility

• 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

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic

• 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 related technical field
• English language fluency (native or fluent)

Preferred

• 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
• Experience in technical training, documentation, or knowledge base content creation
• Exposure to 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

Wage Transparency

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Life at Docusign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at [e-mail].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [e-mail] for assistance.

Applicant and Candidate Privacy Notice

States Not Eligible for Employment

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Equal Opportunity Employer

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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