ID 2024-24883

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 Senior Technical Support Engineer is the strategic customer advisor and the internal voice for our customer base within the highest technical areas of the Docusign Agreement Cloud. The Senior Technical Support Engineer 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. Working with resources across Docusign, the Senior Technical Support Engineer 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 the Manager, Technical Support

Responsibility

• Provide exceptional technical support for the Docusign Agreement Cloud (DAC) and associated services
• Manage and resolve escalated cases of incoming support channels to troubleshoot issues customers face when using Docusign products
• 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
• Meet and exceed Docusign Customer Support service level goals for areas of DAC expertise
• Utilize support tools and resources necessary to get the job done, including telephone, Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling
• Proactively identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to enhance 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
• Ability to participate on-call on some evenings and weekend

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 discipline
• 5+ years of SaaS network troubleshooting experience in a Technical Support or similar capacity
• Experience with Docusign organization administration
• 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 using log analysis network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
• Fluent in Portuguese and English

Preferred

• Salesforce Admin certifications
• Master of Science degree in a Computer Science, Engineering, or related technical discipline
• 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
• Proven experience as a Cloud Security Analyst
• Implementation of Risk Management Framework (RMF) workflow and its components
• Expert knowledge of Cloud Security architectures and infrastructure
• Domain expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and oAuth

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 [email protected].

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

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