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 a strategic customer advisor and the internal voice for our customer base within a highly technical area for eSignature and IAM, and it’s applications. 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, this role 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 reporting to a Technical Support Manager.

Responsibility

• Provide exceptional technical support for eSignature and IAM, and its applications, i.e. Maestro, Navigator, etc
• Apply advanced troubleshooting techniques
• Manage escalated cases from 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
• Own customer issues to engineering interface to resolve technical bugs and influence development roadmap 
• Use broad technical product expertise within eSignature and IAM, and it’s related areas to help customers increase adoption

• Utilize support tools and resources necessary 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 determine high-impact opportunities to enhance the customer experience proactively 

• 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 

• Meet and exceed Docusign Customer Support service level goals for areas of eSignature and IAM

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 and/or Network Operations Center (NOC) capacity
• Proficiency 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
• Knowledge of web services, SDK’s, REST and SOAP API’s
• Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
• Windows PowerShell scripting work experience
• Docusign organization administration work experience

Preferred

• Subject Matter Expert for multiple disciplines across Docusign technologies 

• Mentorship experience with ability to coach to every level of technical experience

• Familiarity with Docusign Contract Lifecycle Management workflows and architecture 

• Experience with troubleshooting embedded signing and sending 

• 1+ years’ experience as a Support Expert specializing in Docusign technologies 

• Familiarity with Cloud Services 

• Master of Science degree in a Computer Science, Engineering, or related technical discipline 

• Expertise with reporting using Salesforce, Excel, and PowerPoint to an executive audience 

• Mastery troubleshooting regular expressions, debugging code and/or complex data validation rules 

• Domain expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and oAuth 

• Expertise analyzing and troubleshooting Docusign internal logging tools 

• Excellent independent work and problem-solving attitude in a constantly changing and frequently ambiguous environment 

• Multi-lingual in Docusign supported languages 

• Professional experience within relevant industries for which Docusign provides solutions

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.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

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 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.

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.

It's 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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