Senior Technical Support Engineer - CLM

Company Overview

Docusign brings agreements to life. More than 1.8 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. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using the Docusign AI-native IAM platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

The Technical Support Engineer is a strategic customer advisor and the internal voice for our customer base. The Technical Support Engineer will be empowered to deliver on our customers’ needs with accountability and responsibility. This role acts as a liaison between customers and all functional areas within Docusign to resolve technical support inquiries independently, as team, and interdepartmentally. Working with resources across Docusign, the Technical Support Engineer expedites the resolution of complex technical issues to empower customers to achieve the highest value and adoption of our software.

Provide exceptional technical support for the Docusign Contract Lifecycle Management (CLM) and Analytics products 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

Utilize support tools and resources necessary to solve the customer issue, including Salesforce, Jira, Docusign proprietary logging systems, 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 enhance the customer experience

Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs

Manage 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

Job Designation

Remote:Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic

• Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline
• 5+ 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
• Multi-lingual in Docusign supported languages (English, Portuguese, French, German, Japanese, Spanish)
• Salesforce administration or support experience
• Ability to troubleshoot regular expressions and other complex data validation rules
• Possesses a deep understanding of Docusign User Models
• 2+ years experience supporting Docusign eSignature and related products
• Expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and oAuth
• Familiarity with structured query languages such as SQL and SOQL
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
• Ability to collaborate with peers across the organization without friction
• Familiarity with Docusign Contract Lifecycle Management workflows and architecture
• Professional experience within relevant industries for which Docusign provides solutions
• Salesforce Admin certification(s)
• Docusign organization administration work experience
• Self-motivated, goal-oriented, excellent organizational skills and superior time management skills
• Effective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presence

Wage Transparency

• Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.
• Based on applicable legislation, the below details pay ranges in the following locations:
• Canada: CAD $93,175.00 - $113,925.00 base salary

This role is also eligible for the following

Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.

Global benefits provide options for the following

Paid Time Off: earned time off, as well as paid company holidays based on region

Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement

Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment

Retirement Plans: select retirement and pension programs with potential for employer contributions

Learning and Development: options for coaching, online courses and education reimbursements

Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

Life at Docusign

Working here

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. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

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. Best of all, 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. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at [email protected].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance.

Applicant and Candidate Privacy Notice

States Not Eligible for Employment

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Equal Opportunity Employer

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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