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

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

Technical Support Engineer II – eSign

Key skills