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. Working with resources across DocuSign, the Technical Support 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 role reporting to the Technical Support Manager.
Responsibility
- Provide outstanding technical support for the Docusign Intelligent Agreement Management (IAM) and 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 IAM areas to help customers increase adoption
- Use support tools and resources vital to solving the customer issue, 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
- Handle escalated cases from internal channels to resolve issues customers face when using 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 IAM 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 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 subject area
- 2+ years of SaaS troubleshooting experience in a Technical Support capacity
- Experience 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
- Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
- Salesforce administration work experience
- Fluent in English
- Experience with Microsoft, Dynamics and/or SharePoint domain administrator
Preferred
- Self-motivated, goal-oriented, excellent organizational skills and superior time management skills
- Subject Matter Expert for at least one vertical across Docusign technologies
- Effective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presence
- Ability to troubleshoot regular expressions and other complex data validation rules
- Possesses a deep understanding of Docusign User Models
- 2+ years experience supporting Docusign eSignature and related products
- 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
- Familiarity with Docusign Contract Lifecycle Management workflows and architecture
- Professional experience within relevant industries for which DocuSign provides solutions
- Salesforce Admin certification(s)
- Microsoft System Administration work experience
- Windows PowerShell scripting work experience
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.