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Job Description
- Req#: 27016
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
#SaaS #TechnicalSupport #RemoteWork #CareerGrowth #LeadershipOpportunityAbout the company
DocuSign, Inc., is an American company headquartered in San Francisco, California, that allows organizations to manage electronic agreements.
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