ID 2024-25097

Location

BR-Remote

Category

Customer Support

Position Type

Regular

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 Sr. Technical Support Engineer is a strategic customer advisor and the internal voice for our customer base within a highly technical area of Docusign’s Intelligent Agreement Management platform (IAM). The Sr. Technical Support Engineer will both have the accountability and responsibility to deliver on our customers’ needs. This role is the technical domain expert between customers and all functions within DocuSign to resolve technical support inquiries. Working with resources across Docusign, this role 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 Technical Support Manager.

Responsibility

• Provide outstanding technical support for the Docusign Agreement Cloud (DAC) and associated services
• Handle escalated cases of incoming support channels to troubleshoot issues customers face when using DocuSign products, including but not limited to API integrations, embedded systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows, in accordance with team-specific scope
• Own customer issues to engineering interface to resolve technical bugs and influence development roadmap
• Use broad technical product expertise within DAC areas to help customers increase adoption
• Use support tools and resources vital to get the job done, 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
• Partner with non-delivery teams to identify needs and develop product training
• Collaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure alignment on plans
• Meet and exceed DocuSign Customer Support service level goals for areas of DAC expertise
• Serve as an escalation point for eSign Technical Support Team Engineers and Non-eSign aligned TCSMs as needed
• Act as an On-Call escalation contact in a rotation during evening and weekend hours

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.

Basic

• Bachelor of Science degree in a Computer Science, Engineering, or related technical subject area
• 5+ years of SaaS network troubleshooting experience in a Technical Support and/or Network Operations Center (NOC) 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
• Knowledge of web services, SDK’s, REST and SOAP API’s
• Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
• Salesforce Admin certification(s)
• Microsoft System Administration work experience
• Windows PowerShell scripting work experience
• Fluent in Portuguese and English
• Docusign organization administration work experience

Preferred

• Self-motivated, goal-oriented, excellent organizational skills and outstanding time management skills
• Effective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presence
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
• Experience troubleshooting embedded signing and sending, as well as DocuSign On-demand Signature Service and DocuSign Central data replication scenarios
• Expertise with reporting using Salesforce, Excel, and PowerPoint to an executive audience
• Mastery troubleshooting regular expressions, debugging code and/or complex data validation rules
• Domain expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and oAuth
• Experience troubleshooting SharePoint and Dynamics On-Prem and Cloud environments

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 accommodations@docusign.com.

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

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