Technical Support Engineer II

🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 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

• Deliver proactive and reactive support for customers, partners, and Docusign internal teams to resolve issues, address subscription inquiries, and complete technical tasks, assisting and facilitating communication between Docusign and the customers using their local language • Contribute to reviewing, translating, and creating localized language contents and support practices • Provide exceptional technical support for Docusign products 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 the product areas to help customers increase product and feature utilization • Utilize support tools and resources necessary to solve customer issues, including Salesforce, Jira, Docusign proprietary logging systems, G-Suite, browser developer tools, internal admin console, SQL, and text analysis tooling • Identify improvements to the product proactively, identify bugs, and otherwise discover high-impact opportunities to enhance the customer experience • Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs • Manage 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, including translation to and from English of customers language • Meet and exceed Docusign Customer Support service level goals for areas of product expertise

🎯 Requirements

• 2+ years of related experience • Fluent in English • Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline • Experience with SaaS troubleshooting in a Technical Support capacity • Experience with modern markup and programming languages such as XML, JavaScript/jQuery, or similar • Experience with troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS • Experience with log analysis using network tools such as Fiddler, HAR Analyzer, browser developer tools or similar • Fluency in another European language, ideally French • Self-motivated, goal-oriented, excellent organizational skills and superior 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 • 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 Jira and Salesforce for case management

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off • Flexible working hours • Professional development opportunities