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Technical Support Specialist

2 meses atrás

Brasília, Distrito Federal, Brasil DocuSign, Inc. Tempo inteiro
About the Role

We are seeking a highly skilled Technical Support Engineer to join our team at DocuSign, Inc. As a Technical Support Engineer, you will be responsible for delivering exceptional technical support to our customers, ensuring they achieve the highest value and adoption of our software.

This is a hybrid role, requiring a minimum of 2 days per week in the office. You will work closely with our customers, peers, and executive teams to resolve complex technical issues and provide expert-level support.

Key Responsibilities
  • Provide technical support for the Docusign Agreement Cloud (DAC) and associated services
  • Handle incoming support channels to troubleshoot customer inquiries, including API integrations, embedded systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows
  • Utilize broad technical product expertise within DAC areas to help customers increase adoption
  • Proactively identify improvements to the product, identify bugs, and 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
  • Manage 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 DAC expertise
Requirements
  • Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline
  • 5+ 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
  • Experience with log analysis and using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools, or similar
  • Experience with at least one vertical across Docusign technologies
  • Experience communicating with key collaborators, such as customers, peers, and occasional executive presence
  • Hands-on experience with Salesforce administration
  • Fluent in English
  • Experience as a Microsoft, Dynamics, or SharePoint domain administrator
Preferred Qualifications
  • Self-motivated, goal-oriented, excellent organizational skills, and superior time management skills
  • Ability to troubleshoot regular expressions and other complex data validation rules
  • Possess a deep understanding of Docusign User Models
  • 2+ years experience supporting Docusign eSignature and related products
  • Expertise with 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
  • Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
  • Ability to collaborate with peers across the organization without friction
  • Familiarity with Docusign Contract Lifecycle Management workflows and architecture
  • Professional experience within relevant industries for which Docusign provides solutions
  • Salesforce Admin certification(s)
  • Windows PowerShell scripting work experience
  • Docusign organization administration work experience
About DocuSign

At DocuSign, we are committed to building trust and making the world more agreeable for our employees, customers, and the communities in which we live and work. We strive to create an inclusive and diverse work environment where everyone has the opportunity to succeed.

We are an equal opportunity employer and welcome applications from diverse candidates. If you need an accommodation or have a disability, please contact us at [insert contact information].

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, please contact us at [insert contact information].