Technical Support Engineer II

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide proactive and reactive assistance to customers, partners, and internal Docusign teams to resolve issues, handle subscription queries, and execute technical tasks while facilitating communication in the customer's local language.

• Assist in the review, translation, and creation of localized content and support practices.

• Deliver outstanding technical support for Docusign products and related services.

• Manage incoming support channels to troubleshoot customer queries, which may include API integrations, embedded system issues, network and security challenges, third-party integrations, and multi-product workflows.

• Leverage extensive technical product knowledge to help customers maximize the use of products and features.

• Utilize necessary support tools and resources to resolve customer issues, including Salesforce, Jira, Docusign proprietary logging systems, G-Suite, browser developer tools, internal admin console, SQL, and text analysis tools.

• Proactively identify product improvements, report bugs, and uncover significant opportunities to enhance customer experiences.

• Advocate for Docusign products and services to customers and potential clients through consultative discussions and assessments of their service and support requirements.

• Oversee escalated cases from internal channels to troubleshoot issues faced by customers utilizing Docusign products.

• Provide support to internal colleagues regarding product knowledge and engagement pathways, including translation services between English and the customer's language.

• Achieve and surpass Docusign Customer Support service level objectives for areas of product expertise.

⛳️ Requirements

• Minimum of 2 years of relevant experience.

• Proficient in English.

• Bachelor of Science degree in Computer Science, Engineering, or a related technical field.

• Experience in SaaS troubleshooting in a Technical Support role.

• Familiarity with modern markup and programming languages such as XML, JavaScript/jQuery, or similar.

• Experience troubleshooting in a web-based environment, including HTTP, JSON, IIS, HTML, and CSS.

• Background in log analysis using network tools such as Fiddler, HAR Analyzer, browser developer tools, or similar.

• Fluency in an additional European language, preferably French.

• Self-motivated, goal-oriented, with excellent organizational and superior time management skills.

• Strong communication skills essential for this role, with a diverse audience that includes customers, peers, and occasional executive engagement.

• Capability to troubleshoot regular expressions and other complex data validation rules.

• Proficient with web-based applications, web service APIs, monitoring tools (e.g., Dynatrace), and authentication technologies such as SAML and OAuth.

• Knowledge of structured query languages such as SQL and SOQL.

• Ability to remain composed in critical situations and communicate effectively with both internal and external customers.

• Capacity to collaborate with peers across the organization smoothly.

• Familiarity with Jira and Salesforce for case management.

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Paid time off.

• Flexible working hours.

• Opportunities for professional development.