Technical Support Engineer II
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 is the strategic customer advisor and the internal voice for our customer base. The Technical Support Engineer will 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 Technical Support Engineer 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
Senior Support Service Delivery Manager.
Responsibility
Support Docusign Intelligent Agreement Management (IAM) and associated services
Resolve critical cases from support channels involving customer-reported issues
Own customer issues requiring engineering engagement to address technical bugs and influence the development roadmap
Apply technical product expertise within IAM areas to support customer adoption
Achieve Docusign Customer Support service level goals in IAM areas
Use support tools and resources including telephone, Salesforce, Jira, Docusign logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tools
Identify product improvements, bugs, and opportunities to enhance customer experience
Promote Docusign products and services through consultative discussions
Partner with non-delivery teams to identify training needs and develop content
Collaborate with multi-functional teams such as Product, Engineering, and Account Management to ensure alignment
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 a Computer Science, Engineering, or related technical discipline
- 2+ years of SaaS network troubleshooting experience in a Technical Support or similar capacity
- Experience with markup and programming languages such as XML, C#, Python, PHP, JavaScript, or jQuery
- Experience with analysis of logs using network tools such as Wireshark, Fiddler, Charles Proxy, or browser developer tools
- Experience with organization of tasks and management of time to achieve goals
- Experience with adoption of new technologies and application of learnings in daily work
- Communication experience with customers, peers, and executive audiences
- Multi-lingual in Docusign-supported languages
Preferred
- Master of Science degree in a Computer Science, Engineering, or related technical field
- Knowledge of Salesforce and related certifications
- Experience with administration of Docusign organization environments and expertise in
- Docusign Contract Lifecycle Management workflows and architecture
- Expertise across multiple disciplines within Docusign technologies
- Experience solving problems related to embedded signing, sending, On-demand Signature Service, and Central data replication scenarios
- Experience in support roles specializing in Docusign technologies
- Experince fixing regular expressions, code debugging, and complex data validation rules
- Experience with Implementation of Risk Management Framework (RMF) workflows and components
- Knowledge of cloud security architectures and infrastructure
- Domain expertise in web-based applications, web service APIs, monitoring tools (e.g., Dynatrace), and authentication technologies such as SAML and OAuth
- Independence in work execution and problem-solving in dynamic and ambiguous environments
Life At Docusign
Working here
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
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.
Our global benefits
Paid time off
Paid parental leave
Full health benefits
Retirement plans
Learning & development
Compassionate care leave
- Locations
- Egypt
About Urban Ridge Supplies
Urban Ridge Supplies is a leading provider of durable, high-performance piping solutions in Karachi. We supply all types of pipes from PVC and HDPE to GI and steel meeting the demands of every sector with reliability and precision.Whether you're building homes, factories, or infrastructure, we ensure your piping needs are met with quality materials and professional service.
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