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Technical Support Engineer II

2 weeks ago

Toronto, Ontario, Canada Docusign Full time $80,000 - $120,000 per year
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).

What you'll do

The Technical Support Expert is a strategic customer advisor and the internal voice for our customer base. The Technical Support Expert will both have the accountability and responsibility to deliver on our customers' needs. This role is the technical subject matter expert between customers and all functional areas within Docusign to resolve technical support inquiries regarding Rooms, Notary, and Workspaces. Working with resources across Docusign, the Expert expedites the resolution of complex technical issues to empower customers to achieve the highest value and adoption of our software. The candidate may be required to participate on-call on some evenings and weekends

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

Responsibility

  • Provide exceptional technical support for Rooms, Notary, Workspaces, Intelligent Agreement Management (IAM), eSignature and other 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

  • Utilize 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 enhance the customer experience for Rooms

  • Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs

  • Manage escalated cases from internal channels to troubleshoot issues customers face when using Rooms and Docusign products

  • Provide support for internal peers for inquiries on product knowledge and engagement paths

  • Partner with non-delivery teams to identify needs and develop product training

  • Meet and exceed Docusign Customer Support service level goals for areas of IAM expertise

Job Designation

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.

What you bring

Basic

  • Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline
  • 2+ years of SaaS network troubleshooting experience in a Technical Support or similar capacity
  • Experience troubleshooting in a web-based environment, including HTTP, JSON, IIS, HTML, and CSS

Preferred

  • Proficiency in adopting and applying new technologies in daily tasks
  • Communication with customers, peers, and executives in verbal and written formats
  • Analysis of logs using network tools such as Wireshark, Fiddler, Charles Proxy, or browser developer tools
  • Multi-lingual in Docusign-supported languages
  • Experience troubleshooting of regular expressions and complex data validation rules
  • Expertise in 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
  • Composure in critical situations and communication with internal and external customers
  • Experience in industries served by Docusign solutions, specifically, Finance, Banking and/or Real Estate
  • Collaboration with peers across the organization
  • Administration of Docusign organization environments
  • Ability to participate on-call on some evenings and weekends
Life at Docusign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what's right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you'll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at for assistance.

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