The Technical Support Engineer is the strategic customer advisor and the internal voice for our customer base. 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 reporting to the Senior Manager of Technical Support.

Responsibility

• Support Docusign Intelligent Agreement Management (IAM) and associated services
• Resolve critical cases from support channels involving customer-reported issues
• Own customer issues requiring engineering engagement to address technical bugs and influence the development roadmap
• Apply technical product expertise within IAM areas to support customer adoption
• Achieve Docusign Customer Support service level goals in IAM areas
• Use support tools and resources including telephone, Salesforce, Jira, Docusign logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tools
• Identify product improvements, bugs, and opportunities to enhance customer experience
• Promote Docusign products and services through consultative discussions
• Partner with non-delivery teams to identify training needs and develop content
• Collaborate with multi-functional teams such as Product, Engineering, and Account Management to ensure alignment