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Company Overview
Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).
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. 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 and reports to the Technical Support Manager.
Responsibilities
* Provide outstanding technical support for the Docusign Intelligent Agreement Management (IAM) and associated services.
* Handle incoming support channels to resolve customer inquiries, including 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.
* Utilize support tools and resources such as Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling.
* Identify improvements to the product, bugs, and high-impact opportunities to enhance the customer experience.
* Promote Docusign products and services through consultative discussions and support needs evaluation.
* Handle critical cases from internal channels to resolve issues faced by customers.
* Support internal peers with product knowledge and engagement inquiries.
* Meet and exceed Docusign Customer Support service level goals for IAM expertise.
Job Designation
Remote: Employee works from a designated remote location and is not required to be in or near an office frequently.
Positions are assigned a job designation of In Office, Hybrid, or Remote, depending on the role. Docusign reserves the right to change a position's designation based on business needs and applicable law.
What you bring
Basic
* Bachelor's degree in Computer Science, Engineering, or related field.
* 2+ years of SaaS troubleshooting experience in Technical Support.
* Experience with markup and programming languages like XML, C#, Python, PHP, JavaScript, jQuery, or similar.
* Experience troubleshooting in web environments including HTTP, JSON, IIS, HTML, CSS.
* Log analysis experience using tools like Wireshark, Fiddler, Charles Proxy, browser developer tools.
* Salesforce administration experience.
* Experience with Microsoft, Dynamics, and SharePoint administration.
* Fluent in English and French.
Preferred
* Self-motivated with excellent organizational and time management skills.
* Subject Matter Expert in at least one Docusign technology vertical.
* Strong communication and interpersonal skills.
* Ability to troubleshoot regular expressions and complex data validation rules.
* Deep understanding of Docusign User Models.
* 2+ years supporting Docusign eSignature products.
* Expertise with web applications, APIs, monitoring tools, and authentication technologies.
* Familiarity with SQL and SOQL.
* Ability to maintain composure and communicate clearly in critical situations.
* Experience with Docusign CLM workflows and architecture.
* Salesforce Admin certifications.
* Microsoft System Administration experience.
* PowerShell scripting experience.
Life at Docusign
Working here
Docusign is committed to building trust and making the world more agreeable for our employees, customers, and communities. We promote equality, opportunity, and respect, fostering an environment where everyone can succeed and feel proud of their contributions.
Accommodation
Docusign provides reasonable accommodations for qualified individuals with disabilities. Contact us at accommodations@docusign.com for assistance during the application process.
If you encounter issues during the application process, contact taops@docusign.com.
Applicant and Candidate Privacy Notice
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Software Development
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