Lead IT Analyst (EDI) - Remote
Magellan Health
JavaScriptPerlPythonSQLUnity
Technical Support Engineer II, eSign
Docusign
full-time
Posted on:
Origin: • 🇧🇷 Brazil
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
JavaScriptjQueryPHPPythonSQL
About the role
- Provide outstanding technical support for the Docusign Intelligent Agreement Management (IAM) and associated services
- Handle incoming support channels to troubleshoot customer inquiries, including API integrations, embedded systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows
- Use support tools and resources including Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling
- Identify product improvements, bugs, and high-impact opportunities to improve the customer experience
- Promote Docusign products and services via consultative discussion and evaluation of customer needs
- Handle escalated cases from internal channels and provide support for internal peers
- Meet and exceed Docusign Customer Support service level goals for areas of IAM expertise
- Report to Sr. Manager, Technical Support as an individual contributor
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
- Experience with Microsoft, Dynamics and/or SharePoint domain administrator
- Self-motivated, goal-oriented, interpersonal skills and outstanding time management skills (preferred)
- Subject Matter Expert for at least one vertical across Docusign technologies (preferred)
- Effective communication skills with customers, peers, and occasional executive presence (preferred)
- Ability to troubleshoot regular expressions and other complex data validation rules (preferred)
- Possesses a deep understanding of Docusign User Models (preferred)
- 2+ years experience supporting Docusign eSignature and related products (preferred)
- Expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and oAuth (preferred)
- Familiarity with structured query languages such as SQL and SOQL (preferred)
- Ability to maintain composure in critical situations and communicate clearly with both internal and external customers (preferred)
- Ability to collaborate with peers across the organization without friction (preferred)
- Familiarity with Docusign Contract Lifecycle Management workflows and architecture (preferred)
- Professional experience within relevant industries for which Docusign provides solutions (preferred)
- Salesforce Admin certification(s) (preferred)
- Microsoft System Administration work experience (preferred)
- Windows PowerShell scripting work experience (preferred)
