Technical Support Engineer - IAM
DocuSign
Technical Support Engineer - IAM
- Location
- EG-Remote
- Category
- Customer Support
- Position Type
- Regular
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 Engineer - IAM is a strategic customer advisor and the internal voice of our IAM customer base. The Technical Support Engineer - IAM owns the customer experience for complex technical issues, driving resolution through collaboration across Product, Engineering, and Support teams. You’ll be the subject matter expert for troubleshooting issues related to Intelligent Agreement Management (IAM) and associated services.
By combining deep technical understanding with business acumen, you’ll help customers realize the full value of Docusign IAM and accelerate adoption across their organizations. The position may require on-call participation on some evenings and weekends.
This position is an individual contributor role reporting to the Senior Manager, Technical Support.
Responsibility
Provide outstanding technical support for the Docusign Intelligent Agreement Management (IAM) and associated services
Handle incoming support requests to troubleshoot customer inquiries, including but not limited to embedded systems issues, network and security-related impediments, external connectors, and multi-product workflows
Use broad technical product expertise within IAM areas to help customers increase adoption
Utilize tools such as Salesforce, Jira, Docusign internal admin console, log analysis utilities, SQL queries, and browser developer tools to diagnose complex issues
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
Manage escalated cases from internal channels and coordinate with Product and Engineering to drive timely resolution
Collaborate with peers to provide internal knowledge sharing and product training
Partner cross-functionally to improve diagnostic processes, documentation, and enablement content
Meet and exceed Docusign Customer Support service level goals for areas of IAM expertise
Continue to provide support for the candidate’s previous product specialization as needed until IAM case volume reaches full team capacity
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 Computer Science, Engineering, or a related technical subject area
- 2+ years of SaaS troubleshooting experience in a Technical Support capacity or similar role
- Experience troubleshooting web-based environments, including HTTP, JSON, SAML, OAuth, HTML, and CSS
- Salesforce administration work experience
- Experience with the IAM product, including but not limited to (Maestro, Navigator, Webforms, App Center, etc.)
- Fluent in English
Preferred
- Self-motivated, goal-oriented, interpersonal, and time management skills
- Strong ability to learn and apply new technologies quickly
- 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 User Models
- 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
- Professional experience within relevant industries for which Docusign provides solutions
- Microsoft System Administration work experience
- Ability to participate in limited on-call rotations (evenings/weekends)
- Multilingual skills in any Docusign-supported language
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 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.