ID 2024-25199

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).

As a Senior Technical Support Engineer, you will provide outstanding technical support for Docusign's integration with Microsoft and other associated products. You will manage and troubleshoot escalated cases, involving complex issues such as API integrations, network and security challenges, and multi-product workflows. By demonstrating your broad technical expertise, you will help customers increase adoption of Docusign products, seeking opportunities for product improvements and bug fixes to improve the customer experience. You will use a variety of support tools and resources, collaborate with cross-functional teams to align on plans, and promote Docusign's offerings through consultative discussions. Meeting and exceeding service level goals for your areas of expertise will be key to your success in this position.

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

Responsibility

• Provide outstanding technical support for the Docusign for Microsoft Integration, Microsoft services, and other 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
• Act as the liaison between customers and the engineering team to address technical issues and advocate for improvements in the development roadmap
• Use broad technical product expertise within the Docusign for Microsoft Integrations to help customers increase adoption
• Use support tools and resources needed 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 identify high-impact opportunities to improve the customer experience for Microsoft services
• 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,
• Customer Success, and Account Management to ensure alignment on plans
• Meet and exceed Docusign Customer Support service level goals

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 troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS
• Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
• Experience with Microsoft SharePoint (on-prem and SaaS), Dynamics, Power Automate, and Logic Apps
• Microsoft System Administration work experience
• Windows PowerShell scripting work experience
• Docusign organization administration work experience

Preferred

• Self-motivated, goal-oriented, excellent interpersonal skills, and outstanding time management skills
• Effective communication skills, with audiences that include customers, peers, and occasional executive presence
• Microsoft certifications
• Domain Expert for multiple disciplines across Docusign technologies
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
• Familiarity with Docusign Contract Lifecycle Management workflows and architecture
• Experience troubleshooting embedded signing and sending, as well as Docusign On-demand
• Signature Service and Docusign Central data replication scenarios
• 1-2+ years’ experience as a Support Guide specializing in Docusign technologies
• Knowledge of web services, SDKs, REST, and SOAP APIs

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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