[Hiring] Developer Support Engineer II @Docusign

Role Description

Developer Support Engineers (DSEs) handle the most complex technical questions from developers and act as Docusign API subject matter experts for other Customer Success teams. DSEs work directly with customer and ISV developers to assist them with their API, authentication, and SDK questions across the full Docusign product line. DSEs also create API examples and test cases, report bugs to the engineering organization, write knowledge base articles, participate in webinars for developers, and more.

This position is an individual contributor role reporting to the Senior Manager, Developer Support & Advisory.

• Perform troubleshooting sessions with developers on API integrations and Docusign connectors
• Perform troubleshooting and development assistance to the Docusign Developer Community
• Assist the customer with how to questions, technical articles, and tutorials on some of the basic to intermediate level use cases of Docusign APIs and SDKs
• Act as a Subject Matter Expert for Advanced Docusign Features including APIs, SDKs, webhooks, PowerForms, Templates, Embedded signing, Docusign For Salesforce and more
• Diagnose code samples from customers for advanced testing purposes to identify issues and document them completely prior to internal escalation
• Act as point of escalation for technical questions including internal and external department inquiries to facilitate the rapid deployment of customers’ applications
• Perform check of escalated issues found by internal team members prior to advancing through proper channels
• Participate in Docusign and StackOverflow.com forums to support the growth of self-help within the Docusign Developer Community
• Represent Docusign at developer events and activities such as webinars occasionally

Qualifications

• Bachelor of Science degree in a Computer Science, Engineering or equivalent
• English and French language proficiency: native or fluent
• 2+ years of SaaS troubleshooting experience in a Technical Support capacity
• 2+ years of experience with Internet technologies including REST APIs, JSON, XML, SOAP, PubSub architecture, and software technologies including .NET
• Experience in one or more coding languages including Python, Ruby, JavaScript, C#, PHP, Node.JS, and Java
• Experience troubleshooting and triaging complex, code-related technical issues
• Experience in troubleshooting performance and network related issues
• Experience using GitHub to host code samples

Requirements

• Experience in providing technical customer support a strong preference
• Experience in using or debugging REST or SOAP APIs
• Proficiency in additional languages beyond English
• Salesforce Development Certification is a plus
• Experience using Salesforce.com and Salesforce Apex
• Experience with creating technical articles
• Ability to understand new and popular programming languages as more developers use them to create Docusign integrations

Benefits

• 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.