• Job Description

  Req#: 23892

  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

  
  
  

  The Developer Support Manager supervises a team of Developer Support Engineers (DSE’s); acts as a mentor and coach to team members. Ensures the team of Developer Support Engineers deliver the highest quality of support to our customers.

  
  DSEs work directly with customers and ISV developers to assist them with their API, authentication, and SDK questions across the full DocuSign product line. DSEs also create API examples and test cases, report bugs to the engineering organization, write knowledge base articles, participate in webinars for developers, and more.

  
  This position is a people manager role, reporting to the Director, Developer Support & Advisory.

  
  Responsibility

  • Supervise and develop a team of Developer Support Engineers
  • Motivating, recognize, develop, coach and train the team and onboard new team members
  • Drive operational excellence, including measuring key metrics, process improvement initiatives, documentation, and change management
  • Conduct twice a year employee focal reviews for direct reports
  • Act as the bridge between Support and Engineering/Professional Services/Product Management organizations
  • Support large enterprise customers as they develop customized uses for the core DocuSign products and services
  • Identify trending issues for customers and internal employees that may require escalation
  • Perform check of escalated issues found by internal team members prior to advancing through proper channels
  • Occasionally attend and represent DocuSign at developer events and activities such as webinars and developer conferences
  • Handle Support Risk Assessment Team compliance activities

  
  

  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

  • English language proficiency: native or fluent
  • Experience in leading large technical teams
  • Technical background in software to support the team and manage escalations effectively
  • Knowledge of Internet technologies including REST APIs, JSON, XML, SOAP, PubSub architecture, and software technologies including .NET
  • 8+ years of experience in a technical customer-facing role (Support, Professional Services, development support etc.) for an enterprise SaaS product
  • 5+ years of experience as a lead role or manager within a Technical Support team
  • 3+ years’ experience working in a hybrid workforce environment
    Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline

  Preferred

  • Experience in providing technical customer support a strong preference
  • Experience in Web-based applications development experience
  • Experience with technical training and content creation
  • Experience with ticket management systems and call tracking applications
  • Experience using Salesforce and Salesforce Apex
  • Knowledge or experience with DocuSign and/or competitor products
  • Proficiency in additional languages 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. 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 provides reasonable accommodations for qualified individuals with disabilities in job application procedures. If you need such an accommodation, including an accommodation to properly use our online system, you may contact us at accommodations@docusign.com.

  If you experience any technical difficulties or issues during the application process, or with our interview tools, please get in touch with us at taops@docusign.com for assistance.

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• About the company

  DocuSign, Inc., is an American company headquartered in San Francisco, California, that allows organizations to manage electronic agreements.

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