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).

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

Responsibility 

• Provide exceptional support for the Docusign Agreement Cloud (DAC), Docusign Intelligent Agreement Management (IAM) and associated services

• Handle customer inquiries with a primary focus on technical challenges (including API integrations, network, and security), while collaborating with necessary resources to address a wide range of issues and deliver a complete solution

• 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, and text analysis tooling

• Own customer issues requiring engineering engagement to address bugs and influence the development roadmap

• Manage escalated cases from internal channels to troubleshoot issues customers face when using DocuSign products

• Communicate effectively in English, both written and verbally.

• Contribute to the growth of the team and company by sharing knowledge as a mentor, collaborating on problem-solving, and improving internal and external documentation

• Collaborate with cross-functional teams such as Product, Engineering, and Account Management to ensure alignment

• Promote Docusign products and services through consultative discussions

• Meet and exceed Docusign Customer Support goals for areas of DAC 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 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

• 3+ years of SaaS troubleshooting experience in a Technical Support capacity in the Japanese business domain

• Understanding of modern markup and programming languages such as XML, Python, PHP,　JavaScript/jQuery, or similar

• Experience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS

• Proven experience in developing and enhancing technical documentation, including FAQs, knowledge base articles, and troubleshooting guides

Preferred 

• Deep expertise in Docusign technologies, including acting as a Subject Matter Expert in at least one area, with specific familiarity with the Docusign CLM workflows and architecture

• Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar

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

• Salesforce administration work experience

• Japanese Native Speaker

• Microsoft, Dynamics and/or SharePoint domain administrator

• Foundational knowledge of structured query languages such as SQL and SOQL

• Ability to troubleshoot complex data validation rules, including regular expressions

• Ability to collaborate effectively with product development teams (Engineering, Product Management) to escalate and resolve technical issues

• Self-motivated, goal-oriented, excellent organizational skills and superior time management skills

• Ability to adopt new technologies and application of learnings in daily work

• Excellent communication and collaboration skills to work seamlessly with customers, peers, and executives, and maintain composure in critical situations

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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