The Senior Technical Support Engineer is a strategic customer advisor and the internal voice for our customer base within a highly technical area for eSignature and IAM, and it’s applications.
The Senior Technical Support Engineer will both have the accountability and responsibility to deliver on our customers’ needs. This role is the technical subject matter expert between customers and all functional areas within Docusign to resolve technical support inquiries. Working with resources across Docusign, this role expedites the resolution of complex technical issues to empower customers to achieve the highest value and adoption of our software. Applicants selected will need to complete a Minimum Background Investigation (MBI) for a Moderate Public Trust position with the U.S. federal government or other clearances as deemed appropriate for the role.
This position is an individual contributor role reporting to the Senior Manager, Technical Support.
Responsibility
- Provide exceptional technical support for eSignature and IAM, and it’s applications, i.e. Maestro, Navigator, etc.
- Handle raised cases from incoming support channels to solve issues customers face when using Docusign products, including but not limited to API integrations, embedded systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows
- Own customer issues to engineering interface to resolve technical bugs and influence development roadmap
- Use broad technical product expertise within eSignature and IAM, and it’s related areas to help customers increase adoption
- Apply support tools and resources necessary to get the job done, including Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling
- Identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience
- Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs
- Partner with non-delivery teams to identify needs and develop product training
- Collaborate and communicate with cmulti-functional teams including Product, Engineering, and Account Management to ensure alignment on plans
- Meet and exceed Docusign Customer Support service level goals for areas of eSignature and IAM
Job Designation
Remote: Employee is not required to be in or near an office frequentlyand works from a designated remote work location for the majority of thetime.
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
- Bachelor of Science degree in a Computer Science, Engineering, or related technical field
- 5 + years of SaaS network troubleshooting experience in a Technical
- Support and/or Network Operations Center (NOC) capacity
- Experience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS
- Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
- Windows PowerShell scripting work experience
Preferred
- Proficiency with modern markup and programming languages such as XML, C#, Python, PHP, JavaScript / jQuery, or similar
- Knowledge of web services, SDK’s, REST and SOAP API’s
- Domain Expert for multiple teams across Docusign technologies
- Mentorship experience with ability to coach to every level of technical experience
- Familiarity with Docusign Contract Lifecycle Management workflows and architecture
- Experience with solving embedded signing and sending
- 1+ years’ experience as a Support Expert specializing in Docusign technologies
- Master of Science degree in a Computer Science, Engineering, or related technical subject area
- Expertise with reporting using Salesforce, Excel, and PowerPoint to an executive audience
- Mastery troubleshooting regular expressions, debugging code and/or complex data validation rules
- Domain expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and oAuth
- Multi-lingual in Docusign supported languages
- Self-motivated, goal-oriented, excellent organizational skills and superior time management skills
- Effective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presence
- Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
- Strong technical writing skills
Life at Docusign
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.