Technical Support Engineer Ii

Company OverviewDocusign 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 DoThe Technical Support Engineer is the strategic customer advisor and the internal voice for our customer base within the highest technical areas of the Docusign Agreement Cloud.The 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, the Technical Support Engineer expedites the resolution of complex technical issues to empower customers to achieve the highest value and adoption of our software.The candidate may be required to participate on-call on some evenings and weekends.This position is an individual contributor role reporting to the Manager, Technical Support.ResponsibilityProvide exceptional technical support for the Docusign Agreement Cloud (DAC) and associated servicesManage and resolve escalated cases of incoming support channels to troubleshoot issues customers face when using Docusign productsOwn customer issues to engineering interface to resolve technical bugs and influence development roadmapUse broad technical product expertise within DAC areas to help customers increase adoptionMeet and exceed Docusign Customer Support service level goals for areas of DAC expertiseUtilize support tools and resources necessary to get the job done, including telephone, 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 experiencePromote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needsPartner with non-delivery teams to identify needs and develop product trainingCollaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure alignment on plansJob DesignationRemote: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 BringBasicBachelor of Science degree in a Computer Science, Engineering, or related technical discipline2+ years of SaaS network troubleshooting experience in a Technical Support or similar capacityExperience with modern markup and programming languages such as XML, C#, Python, PHP, JavaScript / jQuery, or similarExperience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSSLog analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similarPreferredSalesforce knowledge and certificationsDocusign organization administration work experience.Expertise with Docusign Contract Lifecycle Management workflows and architectureMaster of Science degree in a Computer Science, Engineering, or related technical disciplineSubject Matter Expert for multiple disciplines across Docusign technologiesAbility to maintain composure in critical situations and communicate clearly with both internal and external customersExperience troubleshooting embedded signing and sending, as well as Docusign On-demand Signature Service andDocusign Central data replication scenariosExperience as a Support Expert specializing in Docusign technologiesMulti-lingual in Docusign-supported languagesProfessional experience within relevant industries for which Docusign provides solutionsMastery of troubleshooting regular expressions, debugging code and/or complex data validation rulesImplementation of Risk Management Framework (RMF) workflow and its componentsExpert knowledge of Cloud Security architectures and infrastructureDomain expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and OAuthExcellent independent work and problem-solving attitude in a constantly changing and frequently ambiguous environmentSelf-motivated, goal-oriented, excellent organizational skills, and superior time management skillsTech-savvy, motivated to learn new technologies and implement learnings into day-to-day workEffective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presenceLife At DocusignWorking hereDocusign 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.AccommodationDocusign 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.Our global benefitsPaid time offTake time to unwind with earned days off, plus paid company holidays based on your region.Paid parental leaveTake up to six months off with your child after birth, adoption or foster care placement.Full health benefitsOptions for 100% employer-paid health plans from day one of employment.Retirement plansSelect retirement and pension programs with potential for employer contributions.Learning & developmentGrow your career with coaching, online courses and education reimbursements.Compassionate care leavePaid time off following the loss of a loved one and other life-changing events.