Senior Technical Support Engineer

Company Overview Docusign 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).

This crucial position requires an individual who will not only resolve complex technical challenges for our clients but also serve as a vital internal advocate, channeling customer feedback to drive product enhancement. Success in this role demands a profound understanding of client requirements and close collaboration with internal and external stakeholders to ensure the rapid resolution of all technical issues. The selected candidate must flexibly adapt to dynamic situations while supporting the ongoing business growth of our clientele. As a core team member, you will be instrumental in maximizing the overall value of Docusign's solutions. This position is an individual contributor role reporting to the Technical Support Manager.

Provide exceptional support for the Docusign Agreement Cloud (DAC), Docusign Intelligent Agreement Management (IAM) and associated services Handle customer inquiries with a primary focus on technical challenges (including API integrations, network, and security), while collaborating with necessary resources to address a wide range of issues and deliver a complete solution 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, and text analysis tooling Own customer issues requiring engineering engagement to address bugs and influence the development roadmap Manage escalated cases from internal channels to troubleshoot issues customers face when using DocuSign products Communicate effectively in English, both written and verbally. Contribute to the growth of the team and company by sharing knowledge as a mentor, collaborating on problem-solving, and improving internal and external documentation Collaborate with cross-functional teams such as Product, Engineering, and Account Management to ensure alignment Promote Docusign products and services through consultative discussions Meet and exceed Docusign Customer Support goals for areas of DAC expertise Job Designation Remote: 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 bring Basic Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline 3+ years of SaaS troubleshooting experience in a Technical Support capacity in the Japanese business domain Understanding of modern markup and programming languages such as XML, Python, PHP,　JavaScript/jQuery, or similar Experience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS Proven experience in developing and enhancing technical documentation, including FAQs, knowledge base articles, and troubleshooting guides Preferred Deep expertise in Docusign technologies, including acting as a Subject Matter Expert in at least one area, with specific familiarity with the Docusign