Technical Support Engineer II - CLM

Docusign is a leading company in e-signature and contract lifecycle management solutions, serving over 1.5 million customers globally. The Technical Support Engineer is responsible for delivering outstanding technical support, acting as a liaison between customers and internal teams to resolve complex technical issues and enhance customer experience.

Responsibilities:

• Provide outstanding technical support for the Docusign Agreement Cloud (DAC) 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 DAC areas to help customers increase adoption
• Use support tools and resources necessary 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 DAC expertise

Requirements:

• Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline
• 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
• Experience with log analysis and using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
• Experience with at least one vertical across Docusign technologies
• Experience communicating with key collaborators, such as customers, peers, and occasional executive presence
• Hands on experience with Salesforce administration
• Fluent in English
• Experience as a Microsoft, Dynamics or SharePoint domain administrator
• Self-motivated, goal-oriented, excellent organizational skills and superior time management skills
• Ability to troubleshoot regular expressions and other complex data validation rules
• Possess 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)
• Windows PowerShell scripting work experience
• Docusign organization administration work experience