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
Developer Support Engineers (DSEs) handle the most complex technical questions from developers and act as DocuSign API subject matter experts for other Customer Success teams.
DSEs work directly with customer and ISV developers to assist them with their API, authentication, and SDK questions across the full DocuSign product line. DSEs also create API examples and test cases, report bugs to the engineering organization, write knowledge base articles, participate in webinars for developers, and more.
This position is an Individual Contributor role, reporting to the Developer Support Manager.
Responsibility
- Perform troubleshooting and development assistance to the DocuSign Developer Community
- Assist the customer with how to questions, technical articles, and tutorials on some of the basic to intermediate level use cases of DocuSign APIs and SDKs
- Act as a Subject Matter Expert for Advanced DocuSign Features including APIs, SDKs, webhooks, PowerForms, Templates, Embedded signing, DocuSign For Salesforce and more
- Perform troubleshooting sessions with developers on API integrations and DocuSign connectors
- Diagnose code samples from customers for advanced testing purposes to identify issues and document them completely prior to internal escalation
- Act as point of escalation for technical questions including internal and external department inquiries to facilitate the rapid deployment of customers’ applications
- Perform check of escalated issues found by internal team members prior to advancing through proper channels
Participate in DocuSign and StackOverflow.com forums to support the growth of self-help within the DocuSign Developer Community - Occasionally attend and represent DocuSign at developer events and activities such as webinars and developer conferences
- Participate in on-call roaster (rotation might include weekends & public holidays)
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 equivalent
- French language proficiency: Native or Fluent
- 3+ SaaS troubleshooting experience in a Technical Support capacity, with one year as a developer or 2+ years as a Software Engineer/Software Test Engineer
- 2-4 years of experience with Internet technologies including REST APIs, JSON, XML, SOAP, PubSub architecture, and software technologies including .NET
- Proficient in one or more coding languages including Python, Ruby, JavaScript, C#, PHP, Node.JS, and Java
- Demonstrate ability to troubleshoot and triage complex, code-related technical issues
- Basic experience in troubleshooting performance & network related issue
- Experience using GitHub to host code samples
Preferred
- Experience in providing technical customer support a strong preference
- Experience in using or debugging REST or SOAP APIs
- Proficiency in additional languages beyond English and French is a plus
- Salesforce Development Certification is a plus
- Experience using Salesforce.com and Salesforce Apex
- Experience with creating technical articles.
- Ability to understand new and popular programming languages as more developers use them to create DocuSign integrations