Docusign

Technical Support Engineer II – eSign, Fluent Spanish

Docusign

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Tech Stack

JavaScriptjQueryPHPPythonSQL

About the role

  • Provide outstanding technical support for the Docusign eSignature and associated services
  • Handle incoming support channels to troubleshoot customer inquiries, including but not limited to API integrations, embedded systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows
  • Use broad technical product expertise within Docusign eSignatures areas to help customers increase adoption
  • Use support tools and resources vital to solve 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 troubleshoot 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 Docusign eSignature expertise

Requirements

  • Bachelor of Science degree in a Computer Science, Engineering, or related technical subject area
  • Fluent English and Spanish
  • 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
  • Experience with Microsoft, Dynamics and/or SharePoint domain administrator
Benefits
  • Reasonable accommodations for qualified individuals with disabilities in our job application procedures
  • Deep pride in the work you do
  • Equal opportunity to exchange ideas openly
  • Lasting relationships with team members
Applicant Tracking System Keywords

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

Hard Skills & Tools
API integrationsembedded systemsnetwork securitySQLXMLC#PythonPHPJavaScriptHTML
Soft Skills
technical supportcustomer serviceconsultative discussionproblem-solvingcommunicationcollaborationadaptabilitycustomer experience improvementescalation managementproduct knowledge