Technical Support Engineer II

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 peoples 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 Docusigns 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 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

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 positions 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 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

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge skills and experience.

Based on applicable legislation the below details pay ranges in the following locations:

California: $X/hour - $X/hour or $X - $X base salary

Illinois Colorado Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary

Washington Maryland New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary

Washington DC: $X/hour - $X/hour or $X - $X base salary

Ohio: $X/hour - $X/hour or $X - $X base salary

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan which is calculated as a percentage of eligible wages and dependent on company performance.

Global benefits provide options for the following:

• Paid Time Off: earned time off as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

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 whats 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 youll 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.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska Hawaii Maine Mississippi North Dakota South Dakota Vermont West Virginia and Wyoming.

Its important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience skill aptitude and a can-do approach. We will not discriminate based on race ethnicity color age sex religion national origin ancestry pregnancy sexual orientation gender identity gender expression genetic information physical or mental disability registered domestic partner status caregiver status marital status veteran or military status or any other legally protected category.

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