OverviewTechnical Support Engineer II - eSign at Docusign.What you'll do and what we expect from you is described in the responsibilities and qualifications sections below.ResponsibilitiesProvide outstanding technical support for the Docusign Intelligent Agreement Management (IAM) and associated servicesHandle 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 workflowsUse broad technical product expertise within IAM areas to help customers increase adoptionUse support tools and resources vital to solve the customer issue, including Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis toolingIdentify improvements to the product, identify bugs and otherwise determine high-impact opportunities to improve the customer experiencePromote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needsHandle escalated cases from internal channels to troubleshoot issues customers face when using Docusign productsProvide support for internal peers for inquiries on product knowledge and engagement pathsMeet and exceed Docusign Customer Support service level goals for areas of IAM expertiseJob DesignationRemote: Employee is not required to be in or near an office frequently and 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 bringBasicBachelor of Science degree in a Computer Science, Engineering, or related technical subject area2+ years of SaaS troubleshooting experience in a Technical Support capacityExperience with modern markup and programming languages such as XML, C#, Python, PHP, JavaScript, jQuery, or similarExperience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSSLog analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similarFluent in EnglishPreferredExperience with Salesforce administrationExperience with Microsoft, Dynamics and/or SharePoint domain administratorSelf-motivated, goal-oriented, interpersonal skills and outstanding time management skillsSubject Matter Expert for at least one vertical across Docusign technologiesEffective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presenceAbility to troubleshoot regular expressions and other complex data validation rulesPossesses a deep understanding of Docusign User Models2+ years experience supporting Docusign eSignature and related productsLife at DocusignWorking 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.AccommodationDocusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.Applicant and Candidate Privacy Notice
#J-18808-Ljbffr