Senior Technical Support Engineer

Job Description

Senior Technical Support Engineer
Customer Success | Dublin, Ireland
Our agreement with employees
DocuSign is committed to building trust and making the world more
agree-able 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. And for
that, you’ll be loved by us, our customers, and the world in which we
live.
The team
Our Customer Success team is the largest organization in the world
focused entirely on agreement processes and technologies. We are the
Agreement Experts. With hundreds of thousands of successful customers
worldwide, we know how to help our customers see results quickly. And
that experience is just one of the reasons our customers trust us to
connect, automate, and integrate their systems of agreement,
everywhere they need to get work done. As part of our global team of
Agreement Experts – in professional services, customer success
management, learning and enablement, and customer support – you’ll
bring your knowledge, insights, and proven expertise to help our
customers achieve more than they ever thought possible.
This position
The Senior Technical Support Expert is a strategic customer advisor and
the internal voice for our customer base. The Sr. Technical Expert
will both 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 Sr. 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 a
Technical Support Manager and is designated Flex.
Responsibilities
Provide exceptional technical support for the DocuSign Agreement Cloud
(DAC) 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 DAC 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
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
Basic Qualifications
Bachelor of Science degree in a Computer Science, Engineering, or
related technical discipline
2+ years of SaaS troubleshooting experience in a Technical Support capacity
Understanding of modern markup and programming languages such as XML,
C#, Python, PHP, JavaScript/jQuery, or similar
Working knowledge on at least one modern markup and programming language
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
Self-motivated, goal-oriented, excellent organizational skills and
superior 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
Preferred qualifications
Ability to troubleshoot regular expressions and other complex data
validation rules
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
Multi-lingual in DocuSign supported languages
Professional experience within relevant industries for which DocuSign
provides solutions
DocuSign organization administration work experience
Familiarity with Jira and Salesforce
About us
DocuSign helps organizations connect and automate how they prepare,
sign, act on, and manage agreements. As part of the DocuSign Agreement
Cloud, DocuSign offers eSignature: the world's #1 way to sign
electronically on practically any device, from almost anywhere, at any
time. Today, over a million customers and hundreds of millions of
users in over 180 countries use DocuSign to accelerate the process of
doing business and simplify people's lives. And we help save the
world’s forests and embrace environmental sustainability.
It’s important to us that we build a talented team that is as diverse
as our customers and where all employees feel a deep sense of
belonging and thrive. We encourage great talent who bring a range of
perspectives to apply for our open positions. DocuSign makes hiring
decisions based on experience, skill, aptitude and a can-do approach.
We will not discriminate with regards to any legally protected
characteristics.
Accommodations
DocuSign provides reasonable accommodations for qualified individuals
with disabilities in job application procedures, including if you have
any difficulty using our online system. If you need such an
accommodation, you may contact us at [email protected].

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