Advanced Technical Support Specialist

2 weeks ago

Southport, Maine, United States DocuSign Full time
Company Overview

DocuSign is a leader in transforming agreements into streamlined processes. With over 1.5 million clients and more than a billion users across 180 countries, our solutions enhance business efficiency and simplify everyday tasks. By leveraging intelligent agreement management, DocuSign unlocks vital business data that was previously isolated within documents, which can lead to significant losses in time, resources, and opportunities. Our Intelligent Agreement Management platform empowers organizations to create, execute, and oversee agreements through the foremost provider of e-signature and contract lifecycle management (CLM).

Role Overview

The Technical Support Engineer serves as a pivotal advisor for our customers and acts as their voice within the technical realms of the DocuSign Agreement Cloud. This position holds the responsibility to address and fulfill customer requirements effectively. As a technical authority, the Technical Support Engineer collaborates with various departments within DocuSign to resolve intricate technical inquiries. By engaging with diverse resources across the organization, this role accelerates the resolution of complex issues, enabling customers to maximize the value and utilization of our software.

Key Responsibilities
  • Deliver exceptional technical support for the DocuSign Agreement Cloud (DAC) and related services.
  • Manage and resolve escalated support cases, addressing challenges faced by customers using DocuSign products.
  • Act as the liaison between customers and engineering teams to troubleshoot technical issues and influence product development.
  • Utilize extensive product knowledge within DAC to assist customers in enhancing their usage.
  • Achieve and surpass DocuSign Customer Support service level objectives in areas of DAC expertise.
  • Employ essential support tools and resources, including Salesforce, Jira, and SQL, to effectively resolve issues.
  • Identify product enhancements, report bugs, and uncover significant opportunities to elevate the customer experience.
  • Advocate for DocuSign products and services through consultative discussions with customers.
  • Collaborate with non-delivery teams to assess needs and develop training for products.
  • Engage with cross-functional teams, including Product, Engineering, and Account Management, to ensure cohesive planning.
Job Designation

Remote: This position allows for remote work, with employees not required to be in or near an office frequently.

Roles at DocuSign are designated as In Office, Hybrid, or Remote, tailored to the specific job. Preferred designations are not guaranteed when transitioning within the company. DocuSign reserves the right to modify a position's designation based on business requirements and local regulations.

Qualifications

Essential
  • Bachelor's degree in Computer Science, Engineering, or a related technical field.
  • Minimum of 2 years of experience in SaaS network troubleshooting within a Technical Support environment.
  • Proficiency in modern programming languages such as XML, C#, Python, PHP, JavaScript, or similar.
  • Experience in troubleshooting web-based environments, including HTTP, JSON, IIS, HTML, and CSS.
  • Familiarity with log analysis using tools like Wireshark, Fiddler, or browser developer tools.
Preferred
  • Self-driven, results-oriented, with excellent organizational and time management skills.
  • Technologically adept, eager to learn and apply new technologies in daily tasks.
  • Strong communication skills, capable of engaging with customers, peers, and executives.
  • Knowledge of Salesforce and relevant certifications.
  • Experience with DocuSign organization administration and Contract Lifecycle Management workflows.
  • Master's degree in Computer Science, Engineering, or a related technical discipline.
  • Expertise across multiple disciplines within DocuSign technologies.
  • Ability to maintain composure in high-pressure situations while communicating effectively.
  • Experience with embedded signing, Docusign On-demand Signature Service, and data replication scenarios.
  • Proficiency in troubleshooting complex data validation rules and debugging code.
  • Understanding of Cloud Security architectures and infrastructure.
  • Expertise in web-based applications, web service APIs, and authentication technologies.
  • Ability to work independently and solve problems in a dynamic environment.
Life at DocuSign

Company Culture

DocuSign is dedicated to fostering trust and creating a more agreeable world for our employees, clients, and communities. We prioritize listening, honesty, and striving to do what is right every day. At DocuSign, equality is fundamental.

We all share the responsibility to ensure that every team member has equal opportunities to thrive, to be heard, to share ideas openly, and to build meaningful relationships. You will take pride in your contributions, knowing that your work helps us improve the world around us.

Accommodation

DocuSign is committed to providing reasonable accommodations for qualified individuals with disabilities during the application process. If you require such accommodations, please reach out for assistance.

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