Technical Customer Success Engineer

Remote from
Job function
Technical Support
Job type
Full Time,
Job posted
Apply before
5 Oct 2023
Industry
Computer Software

About DocuSign

Every day someone signs something that means everything.

Actively Hiring
4.7 Rated

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 Customer Success Engineer 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 customer’s 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 Director, Support Delivery.

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 CSR Team
  • Act as a trusted technical advisor for DocuSign products and advanced DocuSign features, such as our APIs, DocuSign Connect, Powerforms, Templates, and 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 as well as identify upsell opportunities and new use cases
  • Advocate and evangelize the Enterprise Premium Support program
  • Travel as necessary (10-20%)

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

  • 5+ years of experience in technical customer support
  • Bachelor’s degree or higher in a relevant field

Preferred

  • 1+ year as a senior team member or as a web developer
  • Knowledge of DocuSign product
  • Understanding of desktop OS including but not limited to MS 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
  • Experience with Web Development
  • 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
  • Quick to develop rapport and credibility

Apply now >

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FAQ

What position is DocuSign hiring for?

DocuSign is hiring a remote Technical Customer Success Engineer from

What type of employment does DocuSign offer?

This is a Full Time role.