Technical Support Engineer II

DocuSign, Inc.; Brasil; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

DocuSign, a leader in e-signature solutions, is hiring a Technical Support Engineer to manage customer support for their Salesforce integration. This role requires 3+ years of SaaS troubleshooting experience and a Bachelor's degree in Computer Science. The position involves resolving complex technical issues and ensuring optimal customer adoption of the Docusign platform.

Qualificações

• 3+ years of experience in a technical support role.
• Understanding of programming languages: XML, C#, Python, PHP, JavaScript.
• Proficient in using network tools like Wireshark and Fiddler.

Responsabilidades

• Resolve escalated technical support inquiries regarding Docusign for Salesforce.
• Support Docusign for Salesforce integrations and associated services.
• Collaborate with cross-functional teams like Product and Engineering.

Conhecimentos

SaaS network troubleshooting

communication

multi-lingual

Formação académica

Bachelor of Science degree in Computer Science

Master of Science degree in Computer Science

Descrição da oferta de emprego

Company Overview

Docusign brings agreements to life. Over 1.5 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 Docusign’s Intelligent Agreement Management 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 - Salesforce is the strategic customer advisor and the internal voice for our customer base. The Technical Support Engineer will have the accountability and responsibility to deliver on our customers’ needs. This role is the technical subject matter expert between customers and all functional areas within Docusign to resolve technical support inquiries regarding Docusign for Salesforce. 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.

The candidate may be required to participate on-call on some evenings and weekends

This position is an Individual Contributor reporting to the Senior Manager of Technical Support

Responsibility:

• Support for Docusign for Salesforce Integrations, Docusign Apps Launcher, Docusign Gen for Salesforce, Docusign Intelligent Agreement Management (IAM), and associated services

• Resolution of escalated cases from support channels involving customer-reported issues

• Ownership of customer issues requiring engineering engagement to address technical bugs and influence the development roadmap

• Application of technical product expertise within IAM areas to support customer adoption

• Achievement of Docusign Customer Support service level goals in IAM areas

• Utilization of support tools and resources including telephone, Salesforce, Jira, Docusign logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tools

• Identification of product improvements, bugs, and opportunities to enhance customer experience

• Promotion of Docusign products and services through consultative discussions

• Partnership with non-delivery teams to identify training needs and develop content

• Collaboration with cross-functional teams such as Product, Engineering, and Account Management to ensure alignment

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
• 3+ years of SaaS network troubleshooting experience in a Technical Support or similar capacity
• Understanding of markup and programming languages such as XML, C#, Python, PHP, JavaScript or jQuery
• Analysis of logs using network tools such as Wireshark, Fiddler, Charles Proxy, or browser developer tools
• Organization of tasks and management of time to achieve goals
• Adoption of new technologies and application of learnings in daily work
• Communication with customers, peers, and executive audiences
• Multi-lingual in Docusign-supported languages

Preferred:

• Master of Science degree in a Computer Science, Engineering, or related technical discipline
• Knowledge of Salesforce and related certifications
• Administration of Docusign organization environments and expertise in Docusign Contract Lifecycle Management workflows and architecture
• Expertise across multiple disciplines within Docusign technologies
• Troubleshooting of embedded signing, sending, On-demand Signature Service, and Central data replication scenarios
• Experience in support roles specializing in Docusign technologies
• Troubleshooting of regular expressions, code debugging, and complex data validation rules
• Implementation of Risk Management Framework (RMF) workflows and components
• Knowledge of cloud security architectures and infrastructure
• Domain expertise in web-based applications, web service APIs, monitoring tools (e.g., Dynatrace), and authentication technologies such as SAML and OAuth
• Independence in work execution and problem-solving in dynamic and ambiguous environments

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 [e-mail].

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

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