Technical Support Engineer II

DocuSign; Brazil (IN); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading technology solutions provider seeks a Technical Support Specialist to manage the Intelligent Agreement Management platform. The role involves troubleshooting, customer support, and collaboration with engineering teams. Ideal candidates will have a strong technical background and excellent communication skills.

Qualifications

• 3+ years of SaaS network troubleshooting experience.
• Proficiency in markup and programming languages.

Responsibilities

• Provide support for the Intelligent Agreement Management platform.
• Resolve escalated technical issues and customer inquiries.
• Collaborate with cross-functional teams to enhance customer experience.

Skills

SaaS network troubleshooting

Strong communication skills

Technical support

Education

Bachelor of Science in Computer Science

Master of Science in Computer Science

Tools

XML

C#

Python

PHP

JavaScript

jQuery

Wireshark

Job description

Employer Industry: Technology Solutions Provider

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Work remotely from a designated location
- Collaborative and inclusive work environment that values contributions
- Opportunity to be a strategic advisor to customers and influence product development
- Engage with cutting-edge technology in the e-signature and contract lifecycle management space

What to Expect (Job Responsibilities):
- Provide support for the Intelligent Agreement Management (IAM) platform and related services
- Resolve escalated technical issues and customer-reported inquiries
- Manage customer issues that require engineering engagement to resolve bugs and improve product development
- Utilize various support tools and resources to assist customers effectively
- Collaborate with cross-functional teams to ensure alignment and enhance customer experience

What is Required (Qualifications):
- Bachelor of Science degree in Computer Science, Engineering, or a related technical discipline
- 3+ years of SaaS network troubleshooting experience in a technical support capacity
- Proficiency in markup and programming languages such as XML, C#, Python, PHP, JavaScript, or jQuery
- Experience analyzing logs using network tools like Wireshark and browser developer tools
- Strong communication skills with the ability to interact with customers and executive audiences

How to Stand Out (Preferred Qualifications):
- Master of Science degree in Computer Science, Engineering, or a related technical discipline
- Knowledge of Salesforce and relevant certifications
- Experience in support roles specializing in technologies related to the employer’s products
- Familiarity with cloud security architectures and infrastructure
- Ability to troubleshoot complex data validation rules and code debugging

#TechnologySolutions #RemoteWork #CareerGrowth #TechnicalSupport #CustomerExperience #SaaS

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About the company

DocuSign, Inc., is an American company headquartered in San Francisco, California, that allows organizations to manage electronic agreements.