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 Technical Support Engineer - IAM is a strategic customer advisor and the internal voice of our IAM customer base. The Technical Support Engineer - IAM owns the customer experience for complex technical issues, driving resolution through collaboration across Product, Engineering, and Support teams. You’ll be the subject matter expert for troubleshooting issues related to Intelligent Agreement Management (IAM) and associated services.

By combining deep technical understanding with business acumen, you’ll help customers realize the full value of Docusign IAM and accelerate adoption across their organizations. The position may require on-call participation on some evenings and weekends.

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

Responsibility

• Provide outstanding technical support for the Docusign Intelligent Agreement Management (IAM) and associated services

• Handle incoming support requests to troubleshoot customer inquiries, including but not limited to embedded systems issues, network and security-related impediments, external connectors, and multi-product workflows

• Use broad technical product expertise within IAM areas to help customers increase adoption

• Utilize tools such as Salesforce, Jira, Docusign internal admin console, log analysis utilities, SQL queries, and browser developer tools to diagnose complex issues

• Identify improvements to the product, identify bugs, and otherwise determine high-impact opportunities to improve the customer experience

• Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs

• Manage escalated cases from internal channels and coordinate with Product and Engineering to drive timely resolution

• Collaborate with peers to provide internal knowledge sharing and product training

• Partner cross-functionally to improve diagnostic processes, documentation, and enablement content

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

• Continue to provide support for the candidate’s previous product specialization as needed until IAM case volume reaches full team capacity

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 Computer Science, Engineering, or a related technical subject area
• 2+ years of SaaS troubleshooting experience in a Technical Support capacity or similar role
• Experience troubleshooting web-based environments, including HTTP, JSON, SAML, OAuth, HTML, and CSS
• Salesforce administration work experience
• Experience with the IAM product, including but not limited to (Maestro, Navigator, Webforms, App Center, etc.)
• Fluent in English

Preferred

• Self-motivated, goal-oriented, interpersonal, and time management skills
• Strong ability to learn and apply new technologies quickly
• Effective communication skills, which are a key component of this role, with audiences that include customers, peers, and occasional executive presence
• Ability to troubleshoot regular expressions and other complex data validation rules
• Possesses a deep understanding of Docusign User Models
• Expertise with web-based applications, web service APIs, monitoring tools (e.g., Dynatrace), and authentication technologies such as SAML and OAuth
• Familiarity with structured query languages such as SQL and SOQL
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
• Ability to collaborate with peers across the organization without friction
• Professional experience within relevant industries for which Docusign provides solutions
• Microsoft System Administration work experience
• Ability to participate in limited on-call rotations (evenings/weekends)
• Multilingual skills in any Docusign-supported language

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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