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 Technical Support Engineer is a strategic customer advisor and the internal voice for our customer base. The Technical Support Engineer will both have the accountability and responsibility to deliver on our customers’ needs. This role acts as a liaison between customers and all functional areas within DocuSign to resolve technical support inquiries regarding Rooms. Working with resources across DocuSign, the Engineer 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 and reports to the Senior Manager, Technical Support
Responsibility
- Provide exceptional technical support for Rooms, the DocuSign Agreement Cloud and other associated services
- Handle incoming support channels to troubleshoot customer inquiries, including but not limited to API integrations, embedded systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows
- Use broad technical product expertise within DocuSign areas to help customers increase adoption
- Utilize support tools and resources necessary to solve the customer issue, including Salesforce, Jira, DocuSign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling
- Proactively identifies improvements to the product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience for Rooms
- Promote DocuSign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs
- Manage escalated cases from internal channels to troubleshoot issues customers face when using Rooms and DocuSign products
- Provide support for internal peers for inquiries on product knowledge and engagement paths
- Meet and exceed DocuSign Customer Support service level goals for areas of expertise
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 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.
What you bring
Basic
- Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline
- 2+ years of SaaS troubleshooting experience in a Technical Support capacity
- Experience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS
- Experience using Log analysis network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
Preferred
- Ability to troubleshoot regular expressions and other complex data validation rules
- Self-motivated, goal-oriented, excellent organizational skills and superior time management skills
- 5+ years of SaaS troubleshooting experience in a Technical Support capacity
- Expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and oAuth
- Familiarity with structured query languages such as SQL and SOQL
- Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
- Ability to collaborate with peers across the organization without friction
- Professional experience within relevant industries for which DocuSign provides solutions
- Demonstrated expertise within the fields of Finance, Banking or Real Estate
Life at DocuSign
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.