[Hiring] Senior Technical Support Engineer @Docusign

Role Description

This crucial position requires an individual who will not only resolve complex technical challenges for our clients but also serve as a vital internal advocate, channeling customer feedback to drive product enhancement. Success in this role demands a profound understanding of client requirements and close collaboration with internal and external stakeholders to ensure the rapid resolution of all technical issues. The selected candidate must flexibly adapt to dynamic situations while supporting the ongoing business growth of our clientele. As a core team member, you will be instrumental in maximizing the overall value of Docusign's solutions.

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.

Qualifications

• 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.

Requirements

• 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.

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.
• 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.
• 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.

Company Description

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.

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).