Technical Support Engineer II

Overview Join to apply for the Technical Support Engineer II - eSign role at Docusign . Docusign brings agreements to life. Using the Intelligent Agreement Management platform, Docusign helps companies create, commit, and manage agreements with solutions in e-signature and contract lifecycle management (CLM). What you'll do The Technical Support Engineer (TSE) is a strategic customer advisor and the internal voice for our customer base. The TSE will have the accountability and responsibility to deliver on our customers’ needs. This role acts as a liaison between customers and all functional areas within Docusign to resolve technical support inquiries. Working with resources across Docusign, the TSE 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 the Technical Support Manager. Responsibilities Provide outstanding technical support for the Docusign Intelligent Agreement Management (IAM) 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 Use broad technical product expertise within IAM areas to help customers increase adoption Use support tools and resources vital 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 improve the customer experience Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs Handle 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 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. 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 subject area 2+ 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 Salesforce administration work experience Fluent in English Experience with Microsoft, Dynamics and/or SharePoint domain administrator Preferred Self-motivated, goal-oriented, interpersonal skills and outstanding time management skills Subject Matter Expert for at least one vertical across Docusign technologies Effective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presence 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 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 If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at for assistance. Applicant and Candidate Privacy Notice #J-18808-Ljbffr