Support Engineer

• 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

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