The Sr. Technical Support Engineer is a strategic customer advisor and the internal voice for our customer base within a highly technical area of Docusign’s Intelligent Agreement Management platform (IAM). The Sr. Technical Support Engineer will both have the accountability and responsibility to deliver on our customers’ needs. This role is the technical domain expert between customers and all functions 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.
This position is an individual contributor role reporting to Technical Support Manager.
Responsibility:
- Provide outstanding technical support for the Docusign Agreement Cloud (DAC) and associated services
- Handle escalated cases of incoming support channels to troubleshoot 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, in accordance with team-specific scope
- Own customer issues to engineering interface to resolve technical bugs and influence development roadmap
- Use broad technical product expertise within DAC areas to help customers increase adoption
- Use support tools and resources vital 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 improve 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 cross-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 DAC expertise
- Serve as an escalation point for eSign Technical Support Team Engineers and Non-eSign aligned TCSMs as needed
- Act as an On-Call escalation contact in a rotation during evening and weekend hours
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 discipline
- 5 + years of SaaS network troubleshooting experience in a Technical Support and/or Network Operations Center (NOC) capacity
- Prociency with modern markup and programming languages such as XML, C#, Python, PHP, JavaScript / jQuery, or similar
- Experience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS
- Knowledge of web services, SDK’s, REST and SOAP API’s
- Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
- Windows PowerShell scripting work experience
- Docusign organization administration work experience
Preferred
- Subject Matter Expert for multiple disciplines 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 troubleshooting embedded signing and sending
- 1+ years’ experience as a Support Expert specializing in Docusign technologies
- Familiarity with Cloud Services
- Master of Science degree in a Computer Science, Engineering, or related technical discipline
- 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
- Expertise analyzing and troubleshooting Docusign internal logging tools
- Excellent independent work and problem-solving attitude in a constantly changing and frequently ambiguous environment
- Multi-lingual in Docusign supported languages
- Fluent in Japanese and English (Japanese Fluency at JLPT N1 Level)
- Professional experience within relevant industries for which Docusign provides solutions
- 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.