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Manager, Support Expert

February 19, 2026

<h2>Company Overview</h2> 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). <hr><h2>What you'll do</h2> 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. Responsibility<ul><li>Lead, develop, and coach a team of Technical Support Engineers (TSEs)</li><li>Manage onboarding, mentoring, and ongoing development of team members</li><li>Drive operational efficiency through KPI tracking, process optimization, documentation, and change management</li><li>Conduct performance evaluations, including bi-annual focal reviews</li><li>Act as a liaison between Technical Support and cross-functional teams, including Engineering, Product, and Professional Services</li><li>Support escalated enterprise customer issues and risk assessments</li><li>Identify and escalate systemic issues and emerging customer trends</li><li>Oversee compliance activities and quality reviews within the support environment</li></ul> <hr><h2>Job Designation</h2> 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. <hr><h2>What you bring</h2> Basic<ul><li>5+ years of experience in a technical, customer-facing role supporting enterprise SaaS products</li><li>3+ years of experience as a team lead or manager in a technical support environment</li><li>Experience managing individuals in hybrid or remote team environments</li><li>Bachelor’s degree or equivalent experience in Computer Science, Engineering, or related technical field</li><li>English language fluency</li></ul>Preferred<ul><li>Effective and proven technical background in software, including handling escalations and mentoring teams</li><li>Experience with web-based applications or development</li><li>Proficiency in using Salesforce, JIRA, and other ticket/case management platforms</li><li>Experience providing and/or assisting with technical training, documentation, or knowledge base content creation</li><li>Exposure or familiarity with Docusign or comparable agreement technology platforms</li><li>Familiarity with internet technologies such as REST APIs, JSON, XML, SOAP, and Pub/Sub architecture</li><li>Fluency in an additional language beyond English</li></ul> <hr><h2>Life at Docusign</h2> Working hereDocusign 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. AccommodationDocusign 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 <a href="mailto:accommodations@docusign.com" target="_blank" rel="noopener">accommodations@docusign.com</a>. <img src="https://docusign.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=1057146&hashed=-337317388" alt="Brazil - Badge"> If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at <a href="mailto:taops@docusign.com" target="_blank" rel="noopener">taops@docusign.com</a> for assistance. <a style="color: #0000ff;" href="https://www.docusign.com/privacy/applicant-candidate-notice/" target="_blank" rel="noopener">Applicant and Candidate Privacy Notice</a> #LI-Remote

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...