Technical Support Engineer II

DocuSign, Inc.; Canada; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading e-signature company is seeking a Technical Support Expert to provide exceptional customer support remotely. The role involves troubleshooting API integrations and service inquiries, necessitating strong communication and technical skills. The ideal candidate will have a Bachelor’s degree in Computer Science or a similar field, along with at least two years of experience in SaaS technical support. This position offers flexibility with remote work and requires participation on-call during brief evenings or weekends.

Benefits

Flexible remote working conditions

Reasonable accommodations for disabilities during hiring

Qualifications

• 2+ years of SaaS network troubleshooting experience in a Technical Support or similar capacity.
• Experience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS.

Responsibilities

• Provide exceptional technical support for Docusign services.
• Troubleshoot API integrations and network issues.
• Identify product improvements and bugs.
• Promote Docusign products and services.

Skills

SaaS network troubleshooting experience

Communication skills

Proficiency in new technologies

Multi-lingual

Education

Bachelor of Science degree in Computer Science or related field

Tools

Salesforce

Jira

Wireshark

Fiddler

SQL

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 Technical Support Expert is a strategic customer advisor and the internal voice for our customer base. The Technical Support Expert will both 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 Rooms, Notary, and Workspaces. Working with resources across Docusign, the Expert expedites the resolution of complex technical issues to empower customers to achieve the highest value and adoption of our software.

This position is an individual contributor role reporting to Sr. Manager, Technical Support. The candidate may be required to participate on-call on some evenings and weekends

Responsibility

• Provide exceptional technical support for Rooms, Notary, Workspaces, Intelligent Agreement Management (IAM), eSignature and other 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
• Use broad technical product expertise within IAM areas to help customers increase adoption
• Utilize support tools and resources necessary to solve the customer issue, including Salesforce, Jira, Docusign proprietary logging systems, SharePoint, 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 for Rooms
• 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 Rooms and Docusign products
• Provide support for internal peers for inquiries on product knowledge and engagement paths
• Partner with non-delivery teams to identify needs and develop product training
• Meet and exceed Docusign Customer Support service level goals for areas of IAM expertise

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.

What you bring

Basic

• Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline
• 2+ years of SaaS network troubleshooting experience in a Technical Support or similar capacity
• Experience troubleshooting in a web-based environment, including HTTP, JSON, IIS, HTML, and CSS

Preferred

• Proficiency in adopting and applying new technologies in daily tasks
• Communication with customers, peers, and executives in verbal and written formats
• Analysis of logs using network tools such as Wireshark, Fiddler, Charles Proxy, or browser developer tools
• Multi-lingual in Docusign-supported languages
• Experience troubleshooting of regular expressions and complex data validation rules
• Expertise in 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
• Composure in critical situations and communication with internal and external customers
• Experience in industries served by Docusign solutions, specifically, Finance, Banking and/or Real Estate
• Collaboration with peers across the organization
• Administration of Docusign organization environments
• Ability to participate on-call on some evenings and weekends

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.