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).

As the Manager of Technical Support Salesforce Integrations, you will lead a team of Technical Support Engineers (TSEs) who resolve complex technical inquiries and support enterprise customers across Docusign’s product portfolio, driving operational excellence and continuous improvement. You'll develop talent, optimize support operations, manage complex customer situations, and partner with Product, Engineering, and other cross-functional teams to improve the customer experience. This role is ideal for a manager who enjoys scaling teams, influencing business outcomes, and leading initiatives that improve both customer and operational success.

This is a people manager role reporting to the Senior Manager, Technical Support.

Responsibility

• Lead, coach, and develop a high-performing customer support team, fostering a culture of accountability, collaboration, and continuous learning

• Drive team performance through coaching, regular performance evaluations, talent development, and succession planning

• Oversee support operations by monitoring key performance metrics, improving processes, and maintaining high standards for quality, documentation, and compliance

• Lead the resolution of complex customer escalations and enterprise customer risks, partnering with senior leadership and cross-functional teams to drive successful outcomes

• Partner closely with Product, Engineering, Customer Success, and other cross-functional teams to advocate for customer needs, influence product improvements, and enhance the end-to-end customer experience

• Identify customer trends and systemic issues, using insights and operational data to drive continuous improvement across products, processes, and support operations

• Lead hiring, onboarding, workforce planning, and employee development to build a scalable, high-performing organization

• Champion the adoption of new technologies, including AI-enabled solutions and automation, to improve team productivity and operational effectiveness

• Lead change management initiatives, helping teams successfully adopt new products, tools, processes, and business priorities

• Contribute to strategic planning by using customer insights, operational metrics, and business needs to influence decisions and improve support outcomes

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.

Basic

• 8+ years of experience in technical support, customer support, customer success, or a related customer-facing role supporting enterprise SaaS products

• 3-5+ years of experience leading and developing customer support or technical support teams, including performance management, coaching, and career development

• Experience managing complex customer escalations and driving successful outcomes for enterprise customers

• Proven experience leading teams in hybrid or remote environments and fostering a high-performing, collaborative culture

• Experience using customer support platforms, CRM systems, reporting tools, and other technologies to improve team effectiveness and operational performance

• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience, with fluency in written and spoken English

Preferred

• Experience supporting web-based applications or SaaS products, with a solid understanding of web technologies (e.g., REST APIs, JSON, XML, SOAP, or event-driven architectures)

• Proficiency with customer support and case management tools such as Salesforce, Jira, or similar platforms

• Experience with technical training, documentation, knowledge management, or creating self-service content

• Familiarity with support operations, quality assurance, workforce management, and process improvement

• Experience leading teams through organizational change, growth, or transformation

• Experience with Docusign or similar agreement management platforms

• Fluency in one or more languages in addition to English

• Strong analytical and problem-solving skills with experience using support metrics and operational data to drive continuous improvement

• Excellent communication, collaboration, and stakeholder management skills, with experience partnering cross-functionally with Product, Engineering, and other business teams

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $X/hour - $X/hour or $X - $X base salary

Illinois, Colorado, Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary

Washington DC: $X/hour - $X/hour or $X - $X base salary

Ohio: $X/hour - $X/hour or $X - $X base salary 

Canada: CAD $X/hour - CAD $X/hour or CAD $X - CAD $X base salary

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

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 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 accommodations@docusign.com.

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

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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