Technical Support Engineer III – German

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

📋 Description

• Deliver technical assistance for the Docusign ecosystem and its related services.

• Address escalated customer inquiries involving API integrations, embedded systems, network and security challenges, third-party integrations, and multi-product workflows.

• Manage customer concerns through the engineering interface to rectify technical issues and shape the development roadmap.

• Leverage technical product knowledge to support customers in boosting adoption rates.

• Utilize Salesforce, Jira, proprietary logging systems, browser developer tools, internal admin consoles, SQL, and text analysis tools.

• Recognize product enhancements, bugs, and opportunities to elevate the customer experience.

• Advocate for Docusign products and services through consultative dialogues and assessments.

• Collaborate with non-delivery teams to determine needs and formulate product training.

• Work in partnership with Product, Engineering, and Account Management teams.

• Achieve and surpass customer support service-level objectives.

• Act as a point of escalation for eSign Technical Support Engineers and non-eSign-aligned TCSMs.

• Serve as an on-call escalation contact during weekend rotation hours.

⛳️ Requirements

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

• Over 5 years of experience in SaaS network troubleshooting within a Technical Support and/or Network Operations Center (NOC) role.

• Proficient in XML and JSON.

• Skilled in troubleshooting within web-based environments, including HTTP, JSON, and HTML.

• Experience in log analysis utilizing Wireshark, Fiddler, browser developer tools, or similar applications.

• Fluent in both German and English.

• Familiar with web services, SDKs, REST, and SOAP APIs.

• Background in Microsoft System Administration.

• Experience in Docusign organization administration.

• Knowledge in troubleshooting embedded signing and sending, Docusign On-demand Signature Service, and Docusign Central data replication scenarios.

• Proficient in Salesforce, Excel, and PowerPoint reporting targeted at executive audiences.

• Mastery of regular expressions, code debugging, and intricate data validation rules.

• Domain expertise in web-based applications, web service APIs, monitoring tools such as Dynatrace, and authentication technologies including SAML, OAuth, SSO, and IDPs.

🏝️ Benefits

• Opportunity to work remotely from a designated remote location.

• Reasonable accommodations available for qualified individuals with disabilities.

• Religious accommodations provided during the application process.

• Equal opportunity for success and being heard.