Senior Technical Support Engineer

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Docusign

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2003

🛍️ eCommerce

💸 Finance

☁️ SaaS

eCommerce • Finance • SaaS

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 exceptional support for the Docusign Agreement Cloud (DAC), Docusign Intelligent Agreement Management (IAM) and associated services • Handle customer inquiries with a primary focus on technical challenges (including API integrations, network, and security), while collaborating with necessary resources to address a wide range of issues and deliver a complete solution • Utilize support tools and resources necessary to solve the customer issue, including Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, and text analysis tooling • Own customer issues requiring engineering engagement to address bugs and influence the development roadmap • Manage escalated cases from internal channels to troubleshoot issues customers face when using DocuSign products • Communicate effectively in English, both written and verbally. • Contribute to the growth of the team and company by sharing knowledge as a mentor, collaborating on problem-solving, and improving internal and external documentation • Collaborate with cross-functional teams such as Product, Engineering, and Account Management to ensure alignment • Promote Docusign products and services through consultative discussions • Meet and exceed Docusign Customer Support goals for areas of DAC expertise

🎯 Requirements

• Basic Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline • 3+ years of SaaS troubleshooting experience in a Technical Support capacity in the Japanese business domain • Understanding of modern markup and programming languages such as XML, Python, PHP, JavaScript/jQuery, or similar • Experience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS • Proven experience in developing and enhancing technical documentation, including FAQs, knowledge base articles, and troubleshooting guides • Preferred Deep expertise in Docusign technologies, including acting as a Subject Matter Expert in at least one area, with specific familiarity with the Docusign CLM workflows and architecture • Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar • Proficiency with web-based applications and technologies such as web service APIs, monitoring tools (e.g., Dynatrace), and authentication technologies like SAML and oAuth • Salesforce administration work experience • Japanese Native Speaker • Microsoft, Dynamics and/or SharePoint domain administrator • Foundational knowledge of structured query languages such as SQL and SOQL • Ability to troubleshoot complex data validation rules, including regular expressions • Ability to collaborate effectively with product development teams (Engineering, Product Management) to escalate and resolve technical issues • Self-motivated, goal-oriented, excellent organizational skills and superior time management skills • Ability to adopt new technologies and application of learnings in daily work • Excellent communication and collaboration skills to work seamlessly with customers, peers, and executives, and maintain composure in critical situations.

🏖️ Benefits

• 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 [email protected]. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance.