Senior Technical Support Engineer

DocuSign, Inc.; Halifax; Remote; CAD 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking a Senior Technical Support Engineer to serve as a strategic advisor for customers using eSignature and IAM solutions. In this pivotal role, you will leverage your technical expertise to resolve complex inquiries, enhance customer satisfaction, and drive product adoption. Collaborating with various teams, you will ensure seamless integration and functionality of our software. This position offers the chance to make a significant impact in a forward-thinking environment where your contributions will be valued and recognized. If you are passionate about technology and customer success, this is the perfect opportunity for you.

Qualifications

• 5+ years of experience in SaaS network troubleshooting and Technical Support.
• Bachelor's degree in Computer Science or related field required.

Responsibilities

• Provide exceptional technical support for eSignature and IAM applications.
• Resolve complex technical issues to enhance customer experience.

Skills

SaaS network troubleshooting

Technical Support experience

Log analysis

Effective communication skills

Problem-solving

Education

Bachelor of Science in Computer Science

Master of Science in Computer Science

Tools

Salesforce

Jira

Wireshark

PowerShell

Job description

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 Senior Technical Support Engineer is a strategic customer advisor and the internal voice for our customer base within a highly technical area for eSignature and IAM, and its applications. The Senior 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. Working with resources across Docusign, this role expedites the resolution of complex technical issues to empower customers to achieve the highest value and adoption of our software. Applicants selected will need to complete a Minimum Background Investigation (MBI) for a Moderate Public Trust position with the U.S. federal government or other clearances as deemed appropriate for the role.

This position is an individual contributor role reporting to the Senior Manager, Technical Support.

Responsibilities

• Provide exceptional technical support for eSignature and IAM, and its applications, i.e. Maestro, Navigator, etc.
• Handle raised cases from incoming support channels to solve issues customers face when using Docusign products, including but not limited to API integrations, embedded systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows.
• Own customer issues to engineering interface to resolve technical bugs and influence development roadmap.
• Use broad technical product expertise within eSignature and IAM, and its related areas to help customers increase adoption.
• Apply support tools and resources necessary to get the job done, including Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, 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.
• Partner with non-delivery teams to identify needs and develop product training.
• Collaborate and communicate with multi-functional teams including Product, Engineering, and Account Management to ensure alignment on plans.
• Meet and exceed Docusign Customer Support service level goals for areas of eSignature and IAM.

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 field.
• 5+ years of SaaS network troubleshooting experience in a Technical Support and/or Network Operations Center (NOC) capacity.
• 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.
• Windows PowerShell scripting work experience.

Preferred

• Proficiency with modern markup and programming languages such as XML, C#, Python, PHP, JavaScript / jQuery, or similar.
• Knowledge of web services, SDKs, REST and SOAP APIs.
• Domain Expert for multiple teams across Docusign technologies.
• Mentorship experience with ability to coach to every level of technical experience.
• Familiarity with Docusign Contract Lifecycle Management workflows and architecture.
• Experience with solving embedded signing and sending.
• 1+ years’ experience as a Support Expert specializing in Docusign technologies.
• Master of Science degree in a Computer Science, Engineering, or related technical subject area.
• Expertise with reporting using Salesforce, Excel, and PowerPoint to an executive audience.
• Mastery troubleshooting regular expressions, debugging code and/or complex data validation rules.
• Domain expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and oAuth.
• Multi-lingual in Docusign supported languages.
• 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.
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers.
• Strong technical writing skills.

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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