Deliver World-Class Technical Support for Global Customers
As a Technical Support Engineer, you will serve as a trusted technical advisor and the voice of the customer, providing exceptional support for Docusign products and services. You will work closely with customers, partners, and internal teams to resolve technical issues, improve product adoption, and ensure an outstanding customer experience through proactive and reactive support.↚
Job Responsibilities
- Provide proactive and reactive technical support for customers, partners, and internal teams.
- Resolve technical issues, subscription inquiries, and product-related requests.
- Act as a communication bridge between customers and Docusign using the customer's preferred language.
- Review, translate, and create localized support content and documentation.
- Deliver technical support for Docusign products and related services.
- Troubleshoot API integrations, embedded applications, network and security issues, third-party integrations, and multi-product workflows.
- Help customers maximize product adoption and feature utilization through technical guidance.
- Use internal support tools including Salesforce, Jira, proprietary logging systems, Google Workspace, browser developer tools, SQL, and text analysis tools.
- Identify product improvements, report software bugs, and recommend enhancements to improve customer experience.
- Collaborate with engineering, product, and customer success teams to ensure timely issue resolution.
Required Qualifications
- Experience in technical support, software support, or customer-facing technical roles.
- Strong troubleshooting and analytical problem-solving skills.
- Knowledge of REST APIs, web technologies, and software integrations.
- Experience with CRM and ticketing platforms such as Salesforce and Jira.
- Basic knowledge of SQL and database concepts.
- Understanding of networking fundamentals and security concepts.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
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Preferred Qualifications
- Experience supporting SaaS products.
- Knowledge of electronic signature platforms or enterprise software.
- Experience with browser developer tools and debugging techniques.
- Strong customer service mindset with the ability to communicate complex technical concepts clearly.
- Multilingual communication skills are considered an advantage.