Technical Support Engineer

6 hours ago

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Docusign

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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.

5001 - 10000 employees

Founded 2003

🛍️ eCommerce

💸 Finance

☁️ SaaS

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• Reasonable accommodations for qualified individuals with disabilities • Equal opportunity to succeed and exchange ideas openly • Professional development opportunities