Technical Support Engineer II - Salesforce
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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 documents. Until now, this data has been 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 the strategic customer advisor and internal voice for our customer base within the highest technical areas of the Docusign Agreement Cloud. The Technical Support Engineer will have the accountability and responsibility to deliver on our customers’ needs. This role is the technical subject‑matter expert 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. The candidate may be required to participate on‑call some evenings and weekends.
Provide exceptional technical support for the Docusign Agreement Cloud (DAC) and associated services
Manage and resolve escalated cases of incoming support channels to troubleshoot issues customers face when using Docusign products
Own customer issues to engineering interface to resolve technical bugs and influence development roadmap
Use broad technical product expertise within DAC areas to help customers increase adoption
Meet and exceed Docusign Customer Support service level goals for areas of DAC expertise
Utilize support tools and resources such as telephone, 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 enhance the customer experience
Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs
Partner with non‑delivery teams to identify needs and develop product training
Collaborate and communicate with cross‑functional teams including Product, Engineering, and Account Management to ensure alignment on plans
Job Designation
Remote: 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.
What you bring – Basic Qualifications
Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline
2+ years of SaaS network troubleshooting experience in a Technical Support or similar 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
Preferred Qualifications
Salesforce knowledge and certifications
Docusign organization administration work experience. Expertise with Docusign Contract Lifecycle Management workflows and architecture
Master of Science degree in a Computer Science, Engineering, or related technical discipline
Subject Matter Expert for multiple disciplines across Docusign technologies
Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
Experience troubleshooting embedded signing and sending, as well as Docusign On‑Demand Signature Service and Docusign Central data replication scenarios
Experience as a Support Expert specializing in Docusign technologies
Multi‑lingual in Docusign‑supported languages
Professional experience within relevant industries for which Docusign provides solutions
Mastery of troubleshooting regular expressions, debugging code and/or complex data validation rules
Implementation of Risk Management Framework (RMF) workflow and its components
Expert knowledge of Cloud Security architectures and infrastructure
Domain expertise with web‑based applications, web service APIs, monitoring tools (e.g., Dynatrace), and authentication technologies such as SAML and OAuth
Excellent independent work and problem‑solving attitude in a constantly changing and frequently ambiguous environment
Self‑motivated, goal‑oriented, excellent organizational skills, and superior time‑management skills
Tech‑savvy, motivated to learn new technologies and implement learnings into day‑to‑day work
Effective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presence
Life at Docusign
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.
Accommodation
Docusign 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.
Applicant and Candidate Privacy Notice
Information provided during the application process will remain confidential. 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.
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