Technical Support Engineer II

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. Act as a communications bridge for our customers using their preferred language while advocating for relevant and appropriate cultural references to provide the best world-class customer experience. The Engineer will both have the accountability and responsibility to meet our customers' needs delivering proactive and reactive support for customers, partners, and Docusign internal teams to resolve issues, for addressing subscription inquiries, and complete technical tasks. This role acts as a liaison between customers and all functional areas within Docusign to resolve technical support inquiries. Provide feedback and carry the voice of customers and partners focused, but not limited to, support practices, and processes. Working with resources across Docusign, the 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 Manager, Technical Support.

Responsibility

• Deliver proactive and reactive support for customers, partners, and Docusign internal teams to resolve issues, address subscription inquiries, and complete technical tasks, assisting and facilitating communication between Docusign and the customers using their local language

• Contribute to reviewing, translating, and creating localized language contents and support practices

• Provide exceptional technical support for Docusign products 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 the product areas to help customers increase product and feature utilization

• Utilize support tools and resources necessary to solve customer issues, including Salesforce, Jira, Docusign proprietary logging systems, G-Suite, browser developer tools, internal admin console, SQL, and text analysis tooling

• Identify improvements to the product proactively, identify bugs, and otherwise discover 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

• Manage escalated cases from internal channels to troubleshoot issues customers face when using Docusign products

• Provide support for internal peers for inquiries on product knowledge and engagement paths, including translation to and from English of customers language

• Meet and exceed Docusign Customer Support service level goals for areas of product expertise

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. 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

• 2+ years of related experience

• Fluent in English

• Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline

• Experience with SaaS troubleshooting in a Technical Support capacity

• Experience with modern markup and programming languages such as XML, JavaScript/jQuery, or similar

• Experience with troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS

• Experience with log analysis using network tools such as Fiddler, HAR Analyzer, browser developer tools or similar

Preferred

• Fluency in another European language, ideally French

• Self-motivated, goal-oriented, excellent organizational skills and superior time management skills

• 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

• 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 Jira and Salesforce for case management

Life at Docusign

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.

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.

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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