Senior Technical Support Engineer

Job Description


Our agreement with employeesDocuSign is committed to building trust and making the world more agree-able 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. And for that, you’ll be loved by us, our customers, and the world in which we live.The team Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts – in professional services, customer success management, learning and enablement, and customer support – you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.This position The Senior Technical Support Engineer (STSE) is a strategic customer advisor and the internal voice for our customer base within a highly technical area of the DocuSign Agreement Cloud. The Technical Support Engineer will both 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 TSE expedites the resolution of complex technical issues to empower customers to achieve the highest value and adoption of our software.This position reports to the Technical Support Manager for APAC. This role is designated as ‘flex’ meaning that it is partially office based and partially remote.Responsibilities Provide exceptional technical support for the DocuSign Agreement Cloud (DAC) and associated servicesApply advanced troubleshooting techniquesManage escalated cases from incoming support channels to troubleshoot issues customers face when using DocuSign products, including but not limited to API integrations, embedded systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflowsOwn customer issues to engineering interface to resolve technical bugs and influence development roadmapUses broad technical product expertise within DAC areas to help customers increase adoption.Utilize support tools and resources necessary to get the job done, including Salesforce, Jira, DocuSign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling.Proactively identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experiencePromote DocuSign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needsPartner with non-delivery teams to identify needs and develop product trainingCollaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure alignment on plansMeet and exceed DocuSign Customer Support service level goals for areas of DAC expertise Basic Qualifications Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline5 + years of SaaS network troubleshooting experience in a Technical Support and/or Network Operations Center (NOC) capacityProficiency 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 CSSKnowledge of web services, SDK’s, REST and SOAP API’sLog analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similarSelf-motivated, goal-oriented, excellent organizational skills and superior time management skillsEffective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presenceWindows PowerShell scripting work experienceStrong technical writing skillsDocuSign organization administration work experience Preferred Qualifications Subject Matter Expert for multiple disciplines across DocuSign technologiesAbility to maintain composure in critical situations and communicate clearly with both internal and external customersExperience troubleshooting embedded signing and sending, as well as DocuSign On-demand Signature Service and DocuSign Central data replication scenariosFamiliarity with Cloud ServicesExpertise with reporting using Salesforce, Excel, and PowerPoint to an executive audienceMastery troubleshooting regular expressions, debugging code and/or complex data validation rulesDomain expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and oAuthExcellent independent work and problem-solving attitude in a constantly changing and frequently ambiguous environmentMulti-lingual in DocuSign supported languages About usDocuSign® helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, hundreds of thousands of customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. Plus, we save more trees together! And that’s a good thing.DocuSign is an Equal Opportunity Employer. DocuSign is committed to building a diverse team of talented individuals who bring different perspectives to the discussion and who feel a sense of inclusion and belonging when they join our team. Individuals seeking employment at DocuSign are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.#LI-NC1

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