Customer Success Engineer

The Customer Success Engineer (CSE) is the primary technical contact for accounts that have Enterprise Premier Support and are entitled to a designated support engineer who is an expert in their use cases, implementation, and installation. The CSE maintains all aspects of the technical relationship, from troubleshooting possible issues, filing and advocating for enhancements, partnering with engineering and sales, preparing for new releases and rollouts and otherwise participating in the overall account management support of the customer. The CSE will manage all of their customers’ cases, ensuring that accurate resources are leveraged, monitoring time to resolution, advocating bug fixes, managing sensitive and business critical issues impacting either the customer’s business or impacting DocuSign’s relationship with the customer, and in general doing everything possible to bring a speedy resolution to the issue.

The CSE will own the primary technical relationship with our Enterprise Premium Support customers. Within this relationship they will arrange meetings, broker and arbitrate meetings between the customer and DocuSign, and in all appropriate ways represent their customer’s technical needs to DocuSign, and DocuSign’s offerings to their customer.

This position is an individual contributor role reporting to the Senior Manager, Customer Success Engineering and is designated Flex.

Responsibility

• Manage and cultivate the technical relationship and communication with Enterprise Premium accounts
• Drive resolution of complex production issues, including escalation, system testing, strategy sessions and distribution of knowledge throughout the company
• Acquire and maintain knowledge of existing systems and new systems in order to provide accurate assistance and training to customers and CSE Team
• Act as a trusted technical advisor for DocuSign products and advanced DocuSign features, such as our APIs, DocuSign
• Connect, Powerforms, Templates, Embedding Signing
• Interface with internal groups for problem resolution and issue escalation
• Act as the liaison and customer advocate inside DocuSign
• Ensure consistent delivery of all Enterprise Premium Support program components
• Participate in special projects, as required, under general supervision that enhances the quality or efficiency of the CSE
• Team and support service (e.g., monitoring overall queue statues)
• Contribute to Sales’ ability to sell Enterprise Premium Support and identify upsell opportunities and new use cases
• Advocate and evangelize the Enterprise Premium Support program
• Travel as necessary (10-20%)

What you bring

Basic

• 8+ years of experience in technical customer support with one year as a senior team member or as a web developer
• Due to government contract requirements:Candidate must be a U.S. citizen
• Candidate must be able to clear a government agency-specific background investigation and may be required to undergo additional background checks, including fingerprinting, drug testing, and/or other government-required investigations to obtain and/or maintain security clearance(s)

Preferred

• Knowledge of DocuSign product
• Understanding of desktop operating systems including but not limited to Microsoft Windows and Apple OS
• Experience using Salesforce.com
• Knowledge of web services, C#, PHP, Java or Ruby
• Understanding of HTML, JavaScript, CSS, XML, REST and SOAP API
• Web Development experience
• Familiarity with Mobile Applications
• Understanding of Software as a Service
• Ability to identify and submit product enhancement requests
• Ability to navigate and troubleshoot in ticketing systems, Bug submission and other support systems
• Passion for business, technology and customers
• Strong presentation skills
• Strong account management, cross-group collaboration, and negotiation skills
• Quickly develops rapport and credibility
• Bachelor’s degree or higher in a relevant field

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

Based on Colorado law, the following details are for Colorado individuals only: Colorado pay range: $93,700 – $128,875 base salary.

Based on legislation in New York City, the following details are for individuals who reside and would be working in New York City only: New York City pay range: $100,000 – $137,575 base salary.

Based on legislation in Washington state the following details are for individuals who reside and would be working in Washington only: Washington pay range: $93,700 – $137,575 base salary.

Based on legislation in California the following details are for individuals who reside and would be working in California only: California pay range $100,000 – $157,950 base salary.