DocuSign is hiring a Technical Support Engineer II

DocuSign is hiring a Technical Support Engineer II to serve as a strategic advisor and internal voice for our customer base. In this role, you will act as a liaison between customers and all functional areas within DocuSign to resolve technical support inquiries and expedite the resolution of complex technical issues.

What You'll Do

• Provide outstanding technical support for the DocuSign Intelligent Agreement Management (IAM) platform and associated services.
• Handle incoming support channels to troubleshoot customer inquiries, including 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.
• Utilize support tools and resources vital to solve customer issues, 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.

What We're Looking For

• 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.

Nice to Have

• 5+ years of SaaS troubleshooting experience in a Technical Support capacity.
• Self-motivated, goal-oriented, interpersonal skills and outstanding time management skills.
• Subject Matter Expert for at least one vertical across Docusign technologies.
• 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.
• Possesses a deep understanding of Docusign User Models.
• 2+ years experience supporting Docusign eSignature and related products.
• 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.
• Professional experience within relevant industries for which Docusign provides solutions.
• Salesforce Admin certification(s).
• Microsoft System Administration work experience.
• Windows PowerShell scripting work experience.

Technical Stack

• Languages & Markup: XML, C#, Python, PHP, JavaScript, jQuery, HTML, CSS
• Web & Protocols: HTTP, JSON, IIS, SAML, oAuth
• Platforms & Tools: Salesforce, SQL, SOQL, PowerShell

Team & Environment

This is an individual contributor role reporting to a Sr. Manager, Technical Support.

Benefits & Compensation

• Paid Time Off: earned time off, as well as paid company holidays based on region.
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement.
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment.
• Retirement Plans: select retirement and pension programs with potential for employer contributions.
• Learning and Development: options for coaching, online courses and education reimbursements.
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events.
• Compensation varies by location (e.g., California: hourly or base salary ranges apply). This role is also eligible to receive Restricted Stock Units (RSUs).

Work Mode

This is a remote position open to candidates located in the United States.

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.