Technical Support Supervisor jobs in Portland, ME

Company Overview

DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives.

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 environmentBachelor 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 if you need accommodation to properly utilize 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 reach out to us at taops@docusign.com for assistance.

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