Technical Support Engineer II
Customer Support | Sao Paulo, Brazil OR Remote - Brazil

Our agreement with employees
DocuSign is committed to building trust and making the world more agree-able 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 Engineer is a strategic customer advisor and the internal voice for our customer base. The TSE will both have the accountability and responsibility to deliver on our customers’ needs. This role acts as a liaison between customers and all functional areas within DocuSign to resolve technical support inquiries. Working with resources across DocuSign, the TSE expedites the resolution of complex technical issues to empower customers to achieve the highest value and adoption of our software.

You are DocuSign’s customer interface for all technical matters related to the exciting Insights and Analytics portion of the DocuSign Agreement Cloud, troubleshooting any problems with the software installation, operations or administration.

As a key interface between DocuSign customers and Insights R&D team, you will be delivering outstanding customer support for DocuSign Insights and Analyzer solutions in accordance with DocuSign’s SLAs. You will need to develop and maintain key working relationships with the North American and EMEA customer user community by providing excellent customer service.

This position is an Individual Contributor and reporting to the Manager, Technical Support and is designated Flex.

Responsibilities:

• Support the user community in their requirements, while meeting agreed DocuSign services levels commitments
• Support the user community in timely resolution of any issue which may arise. Timely resolution could come in the form of:
• Provide and suggest workarounds for serious or critical issues while under investigation by Insights R&D
• Be the main customer interface to Insights R&D to resolve customer bug issues and manage communication with the customer
• Become a “Superuser” of DocuSign’s DAC Analyzer and Insights products with the ability to advise customers when/where necessary to use relevant solutions most effectively
• Build and manage support knowledge base for commonly inquired issues
• Assist with Professional Services & Pre-Sales internal or field integrations when necessary
• Monitor the quality control of DocuSign’s applications for the customers. This includes:
• Make proposals/suggestions to Insight R&D to continuously improve the customer user experience and quality of DocuSign products
• Participate in software quality testing by providing beta release user testing and feedback for product releases
• Grow the Support Knowledge Base (KB) and Portal – be an active contributor to our internal/external KB.

Basic qualifications

• 2-3+ years’ experience in technical customer facing roles (Support, Consulting, Pre-Sales)
• Effective communication both written and verbal in English

Preferred qualifications

• High degree of analytical and problem-solving skills – not only being good at it, but genuinely enjoying it
• Proficiency Windows Server, Linux proficiency a plus
• Multiple browser experience in supporting web application. For example, Developer Tools in Chrome
• Database and/or networking fundamentals – Postgres a plus
• Strong technical experience profile combined with outstanding communication skills
• Ideally has software development experience/expertise particularly with REST APIs and/or System Administration background
• Experience with Cloud Technologies (AWS, GCP, Azure) is a plus - Google Cloud Platform (GCP) even better!

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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