At Docusign, we are looking for an accomplished Technical Support Engineer to join our team. This is a key role that will see you serving as the primary point of contact for customers experiencing technical issues with our Agreement Cloud (DAC).
About the Role
This position involves providing exceptional technical support to customers who are using our DAC and associated services. You will be required to troubleshoot complex technical issues and escalate cases to engineering when necessary.
Key Responsibilities
* 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
Requirements
To succeed in this role, you will require:
* 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
The following qualifications would be advantageous:
* 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
* Multilingual 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
About Us
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. We strive to create an inclusive environment where everyone has the opportunity to thrive.
We believe that diversity drives innovation and that our differences make us stronger. If you share these values, we encourage you to apply for this role.
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