Technical Support Engineer
Customer Success | Remote - US

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Our agreement with employees
DocuSign is committed to building trust and making the world more agreeable for our employees, customers, and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At DocuSign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better. And for that, you’ll be loved by us, our customers, and the world in which we live.

The team
Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts – in professional services, customer success management, learning and enablement, and customer support – you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

This position
The Technical Support Expert is a strategic customer advisor and the internal voice for our customer base within a highly technical area of Networking. The Expert will both have the accountability and responsibility to deliver on our customers’ needs and act as subject matter expert on Networking related cases and escalations between customers and all functional areas within DocuSign to resolve technical support inquiries. Working with resources across DocuSign, the Expert expedites the resolution of complex technical issues to empower customers to achieve the highest value and adoption of our software. The Expert will be partnering with the product development network team and working closely with them on a daily basis. Applicants selected will need to complete a Minimum Background Investigation (MBI) for a Moderate Public Trust position with the U.S. federal government or other clearances as deemed appropriate for the role.

This position is an individual contributor role reporting to the Technical Support Manager and is designated Flex.

Responsibilities

• Provide exceptional technical support for the DocuSign Agreement Cloud (DAC) and associated services
• Apply advanced troubleshooting techniques
• Manage escalated cases from incoming support channels to troubleshoot issues customers face when using DocuSign products, including but not limited to API integrations, embedded systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows
• Own customer issues to engineering interface to resolve technical bugs and influence development roadmap
• Utilize support tools and resources necessary to get the job done, including Salesforce, Jira, DocuSign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, wireshark, cURL and text analysis tooling
• Identify improvements to the product, identify bugs and otherwise determine 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
• Partner with non-delivery teams to identify needs and develop product training
• Collaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure alignment on plans
• Meet and exceed DocuSign Customer Support service level goals for areas of expertise
• Architect, plan, design, and build networking solutions that can be used across success teams
• Improve networks systems by evaluating security, performance, and capacity of using telemetry and a data driven approach
• Work with vendors, facilities teams, compliance, security, and TechOps staff to create and implement capacity and performance plans

Basic qualifications

• Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline
• 5+ years of SaaS troubleshooting experience in a Technical Support capacity
• 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 qualifications

• 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 DocuSign Contract Lifecycle Management workflows and architecture
• Multi-lingual in DocuSign supported languages
• Professional experience within relevant industries for which DocuSign provides solutions
• DocuSign organization administration work experience
• Familiarity with Jira and Salesforce
• Subject Matter Expert for at least one vertical across DocuSign technologies
• Understanding of modern markup and programming languages such as XML, C#, Python, PHP, JavaScript/jQuery, or similar
• Working knowledge on at least one modern markup and programming language

Based on Colorado law, the following details are for Colorado individuals only: Colorado base salary range: $94,575 - $113,725 and eligible for bonus, equity and benefits at https://www.docusign.com/company/benefits.

Vaccination requirement
DocuSign may require all employees to be fully vaccinated against COVID-19 and provide proof of vaccination to visit a DocuSign office, to meet with potential or actual customers or business partners, or for other business-related purposes, in accordance with local law. Please note that DocuSign has contracts with different governments globally which may require compliance with local and federal laws.

About us
DocuSign helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, over a million customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. And we help save the world’s forests and embrace environmental sustainability.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. DocuSign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

Accommodations
DocuSign provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including if you have any difficulty using our online system. If you need such an accommodation, you may contact us at accommodations@docusign.com.

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