Docusign

Technical Support Engineer II – eSign

Docusign

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

JavaScriptjQueryPHPPythonSQL

About the role

  • Provide outstanding technical support for Docusign eSignature (eSign) and associated services
  • Handle incoming support channels to troubleshoot customer inquiries, including but not limited to sending, signing, digital signatures, templates, bulk sending, use of the Docusign eSignature web application
  • Use broad technical product expertise within eSignature areas to help customers increase adoption
  • Use support tools and resources vital to solving the customer issue, 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 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
  • Handle escalated cases from internal channels to resolve issues customers face when using Docusign products
  • Provide support for internal peers for inquiries on product knowledge and engagement paths
  • Meet and exceed Docusign Customer Support service level goals for areas of eSign expertise

Requirements

  • Bachelor of Science degree in a Computer Science, Engineering, or related technical subject area
  • 2+ years of SaaS troubleshooting experience in a Technical Support capacity
  • Experience 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
  • Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
  • Salesforce administration work experience
  • Fluent in English
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaS troubleshootingXMLC#PythonPHPJavaScriptjQueryHTTPJSONHTML
Soft Skills
technical supportcustomer serviceconsultative discussionproblem-solvingcommunication