Senior Technical Support Engineer – CLM

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 $93.2k - $113.9k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

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Docusign

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2003

⚖️ Legal

📦 Logistics

💼 Consulting

Legal • Logistics • Consulting

Docusign is a leading provider of electronic signature technology and Intelligent Agreement Management (IAM), enabling organizations to create, manage, and secure agreements digitally. It simplifies contract lifecycle management, automates document processes, and facilitates customer experiences by transforming agreement data into actionable insights. With a trusted platform used by millions worldwide, Docusign helps businesses reduce risk, save time, and improve efficiency in various sectors, including financial services, insurance, real estate, and government.

📋 Description

• Provide technical support for Docusign Contract Lifecycle Management and Analytics products and associated services • Troubleshoot customer inquiries involving API integrations, embedded systems, network and security impediments, third-party integrations, and multi-product workflows • Use Salesforce, Jira, Docusign logging systems, browser developer tools, internal admin console, SQL, and text analysis tools to resolve issues • Identify product improvements, bugs, and high-impact opportunities to enhance customer experience • Promote Docusign products and services through consultative discussions and evaluations of customer service and support needs • Manage escalated cases from internal channels • Support internal peers with product knowledge and engagement-path inquiries • Meet and exceed Docusign Customer Support service-level goals • Act as a liaison between customers and Docusign functional areas to independently and collaboratively resolve technical support inquiries • Expedite resolution of complex technical issues to improve customer value and software adoption • Report to the CLM & Analytics Technical Support Manager as an individual contributor

🎯 Requirements

• Bachelor of Science degree in Computer Science, Engineering, or a related technical discipline • 5+ 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 • Preferred: Multi-lingual in Docusign-supported languages (English, Portuguese, French, German, Japanese, Spanish) • Preferred: Salesforce administration or support experience • Preferred: Ability to troubleshoot regular expressions and complex data validation rules • Preferred: Deep understanding of Docusign User Models • Preferred: 2+ years of experience supporting Docusign eSignature and related products • Preferred: Expertise with web-based applications, web service APIs, monitoring tools such as Dynatrace, and authentication technologies such as SAML and OAuth • Preferred: Familiarity with SQL and SOQL • Preferred: Familiarity with Docusign Contract Lifecycle Management workflows and architecture • Preferred: Salesforce Admin certification(s) • Preferred: Docusign organization administration work experience • Ability to maintain composure in critical situations and communicate clearly with internal and external customers • Ability to collaborate with peers across the organization • Self-motivated, goal-oriented, excellent organizational skills and superior time management skills • Effective communication skills with customers, peers, and occasional executive audiences • Applicants must already be authorized to work in the United States full-time and permanently without current or future sponsorship

🏖️ Benefits

• Bonus: Non-Sales roles are eligible for a company bonus plan, calculated as a percentage of eligible wages and dependent on company performance • Paid time off and paid company holidays based on region • Up to six months of paid parental leave after birth, adoption or foster care placement • Full health benefits plans, including options for 100% employer-paid and minimum employee-contribution health plans from day one of employment • Retirement and pension programs with potential for employer contributions • Coaching, online courses and education reimbursements • Paid compassionate care leave following the loss of a loved one and other life-changing events • Reasonable accommodations for qualified individuals with disabilities and religious accommodations during the application process

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