Technical Support Engineer

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business‑critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity.

Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e‑signature and contract lifecycle management (CLM).

The Technical Support Engineer (TSE) 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.

This position is an individual contributor role reporting to the Manager, Technical Support.

• Provide outstanding technical support for the Docusign Intelligent Agreement Management (IAM) 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 IAM areas to help customers increase adoption
• Use support tools and resources vital to solve the customer issue, 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

Remote:
Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

• 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

• 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…