Manager, Technical Support

Docusign; Toronto; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading company in agreement technology is seeking a Manager of Technical Support to lead a team of engineers. This role focuses on resolving complex inquiries, coaching team members, and ensuring customer satisfaction. The ideal candidate will have extensive experience in technical support and a strong technical background, with a commitment to operational excellence and team development.

Qualifications

• 5+ years of experience as a team lead or manager in a technical support environment.
• Experience with enterprise SaaS products.

Responsibilities

• Lead and develop a team of Technical Support Engineers.
• Manage escalations and ensure operational excellence.
• Drive operational efficiency through KPI tracking.

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

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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.

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, 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

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. You will 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.

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