Team Lead Technical Support

DocuSign; Brazil (IN); Remote; USD 95,000 - 130,000; Full time

Job summary

A leading company in the Software as a Service (SaaS) industry is seeking a Team Lead for Technical Support Engineers to foster team growth and enhance operational efficiency. This role offers the opportunity to engage with cross-functional teams, tackle escalated customer issues, and promote a collaborative working atmosphere. Candidates should possess extensive experience in technical support and a strong technical background, complemented by a Bachelor’s degree in a relevant field.

Benefits

Opportunity for career advancement

Flexible remote work arrangement

Supportive and collaborative work environment

Qualifications

• 8+ years in a technical, customer-facing role with SaaS products.
• 5+ years as a team lead in technical support.
• Strong technical background and leadership in remote settings.

Responsibilities

• Lead and coach a team of Technical Support Engineers.
• Manage onboarding and professional development.
• Drive operational efficiency through KPI tracking.

Skills

Leadership

Customer Service

Technical Support

Process Optimization

KPI Tracking

Education

Bachelor’s degree in Computer Science

Bachelor’s degree in Engineering

Tools

Salesforce

Jira

Job description

Employer Industry: Software as a Service (SaaS)

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Flexible remote work arrangement
- Supportive and collaborative work environment
- Lead a team dedicated to delivering world-class customer service
- Engage in continuous improvement initiatives to enhance operational efficiency

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 issues

What is Required (Qualifications):
- 8+ years of experience in a technical, customer-facing role supporting enterprise SaaS products
- 5+ years of experience as a team lead or manager in a technical support environment
- Proven leadership in hybrid or remote team environments
- Strong technical background in software, including handling escalations and mentoring teams
- Bachelor’s degree in Computer Science, Engineering, or related technical field

How to Stand Out (Preferred Qualifications):
- 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 comparable agreement technology platforms
- Familiarity with internet technologies such as REST APIs, JSON, XML, SOAP, and Pub/Sub architecture

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