Technical Support Engineer
DocuSign
Employer Active
Posted 20 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Provide outstanding technical support for the Docusign Intelligent Agreement Management (IAM) 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 IAM areas to help customers increase adoption
Use 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 tooling
Identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to improve the customer experience
Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs
Handle 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
Meet and exceed Docusign Customer Support service level goals for areas of IAM expertise
Desired Candidate Profile
Basic Bachelor of Science degree in a Computer Science, Engineering, or related technical subject area
2+ years of SaaS troubleshooting experience in a Technical Support 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
Salesforce administration work experience
Fluent in English
Experience with Microsoft, Dynamics and/or SharePoint domain administrator
Self-motivated, goal-oriented, interpersonal skills and outstanding 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
Possesses a deep understanding of Docusign User Models
2+ years experience supporting Docusign eSignature and related products
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 Docusign Contract Lifecycle Management workflows and architecture
Professional experience within relevant industries for which Docusign provides solutions
Salesforce Admin certification(s)
Microsoft System Administration work experience
Windows PowerShell scripting work experience
Company Industry
- IT - Software Services
Department / Functional Area
- IT Software
Keywords
- Technical Support Engineer
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DocuSign
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. 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).
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