Technical Support Engineer

3 weeks ago

Dublin, Dublin City, Ireland DocuSign, Inc. Full time
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).

What you'll do

The Technical Support Engineer is the strategic customer advisor and the internal voice for our customer base within the highest technical areas of the Docusign Agreement Cloud. 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 functions 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.

This position is an individual contributor role reporting to a Technical Support Manager.

Responsibility

  • Provide outstanding technical support for the Docusign Agreement Cloud (DAC) and associated services
  • Manage and resolve escalated cases of incoming support channels to troubleshoot issues customers face when using Docusign products
  • Own customer issues to engineering interface to resolve technical bugs and influence development roadmap
  • Use broad technical product expertise within DAC areas to help customers increase adoption
  • Meet and exceed Docusign Customer Support service level goals for areas of DAC expertise
  • Utilize support tools and resources necessary to get the job done, including telephone, Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling
  • Proactively recognise improvements to the product, identify bugs, and otherwise determine high-impact opportunities to enhance the customer experience
  • Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs
  • Partner with non-delivery teams to identify needs and develop product training
  • Collaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure alignment on plans
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
  • 2-3+ years of SaaS network troubleshooting experience in a Technical Support or similar capacity
  • Basic understanding of modern markup and programming languages such as XML, C#, Python, PHP, JavaScript / jQuery, or similar
  • Experience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS
  • Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
  • Self-motivated, goal-oriented, excellent organizational skills, and exceptional time management skills
  • Tech-savvy, motivated to learn new technologies and implement knowledge into day-to-day
    work
  • Effective communication and interpersonal skills which are a key component of this role, with audiences inclusive ofcustomers, peers, and occasional executive presence

Preferred

  • Salesforce knowledge and certifications
  • Ability to potentially participate on-call on some evenings and weekends
  • Docusign organization administration work experience. Expertise with Docusign Contract Lifecycle Management workflows and architecture
  • Master of Science degree in a Computer Science, Engineering, or related technical field
  • Subject Matter Expert for multiple disciplines across Docusign technologies
  • Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
  • Experience troubleshooting embedded signing and sending, as well as Docusign On-demand Signature Service and Docusign Central data replication scenarios
  • Experience as a Support Expert specializing in Docusign technologies
  • Multi-lingual in Docusign-supported languages
  • Professional experience within relevant industries for which Docusign provides solutions
  • Mastery of troubleshooting regular expressions, debugging code and/or complex data validation rules
  • Implementation of Risk Management Framework (RMF) workflow and its components
  • Expert knowledge of Cloud Security architectures and infrastructure
  • Domain expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and OAuth
  • Excellent independent work and problem-solving approach in a constantly evolving and frequently ambiguous environment
Life at Docusign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what's right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you'll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign provides reasonable accommodations for qualified individuals with disabilities in job application procedures. If you need such an accommodation, including an accommodation to properly use our online system, you may contact us at

If you experience any technical difficulties or issues during the application process, or with our interview tools, please get in touch with us at for assistance.

Applicant and Candidate Privacy Notice


#J-18808-Ljbffr

  • Technical Support Engineer

    1 month ago

    Dublin, Dublin City, Ireland Coupa Software Inc. Full time

    Technical Support Engineer ( with German, French, Italian, Spanish, Dutch or a Nordic language) Coupa makes companies operate smarter and grow faster. Our leading AI-driven platform connects and optimizes sourcing, purchasing, supply chains, and financial management. More than 3,000 global organizations large and small trust Coupa to transform operating...

  • Technical Support Engineer

    3 weeks ago

    Dublin, Dublin City, Ireland Apple Inc. Full time

    At Apple, we believe in creating a productive and dynamic work environment that is fueled by hard work, creativity, and innovation. We are committed to providing the best customer experience possible and see every interaction as a chance to amaze and inspire. Attention to detail is key in making a difference with our customers. And it all starts with you. We...

  • Technical Support Engineer

    3 weeks ago

    Dublin, Dublin City, Ireland Sabeo Contracting Services Ltd Full time

    My client, a leading financial services firm in Dublin is actively looking for a Technical Support Engineer for a full time permanent role. Job PurposeThe role is responsible for 1st and 2nd level support through various channels, incident investigation and diagnosis, request fulfilment, device build and deployment, software licensing and procurement as well...

  • Mechanical Engineering Manager

    3 weeks ago

    Dublin, Dublin City, Ireland Sonas Technical Full time

    Sonas Technical - Mechanical Engineering Manager Sonas Technical is collaborating with a leading Mechanical, Electrical & Maintenance Contracting Company in Ireland for the recruitment of a Mechanical Engineering Manager in Dublin. The client operates across various sectors including Pharmaceutical, Data Centres, Healthcare, and large Commercial Projects....

  • Technical Support Engineer, EMEA

    3 weeks ago

    Dublin, Dublin City, Ireland Proscia Inc. Full time

    About ProsciaPathology is at the center of medicine and is undergoing a profound transformation as the final frontier of digitization in healthcare. We started Proscia to accelerate pathology's transition from microscope to images, and to use that data to change the way we think about cancer. We can't change medicine alone. That's why we're looking for...

  • Senior Technical Support Engineer

    3 weeks ago

    Dublin, Dublin City, Ireland ServiceNow Full time

    Job Description What you get to do in this role:The Technical Support Engineer (TSE) will work on a rotating shift basis. The workweek will span Tuesday through Saturday (Shift 1) for two months and then switch to Sunday through Thursday (Shift 2) for two months. This schedule entails consistent daytime hours, allowing the team to effectively manage...

  • Technical Support Engineer 1

    3 weeks ago

    Dublin, Dublin City, Ireland Datadog Full time

    We are Datadog's in-house product experts. The Technical Solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. We share our technical and product expertise with customers via multi-channel technical support, demos, and presentations. You'll be joining a team and...

  • Associate Technical Support Engineer

    3 weeks ago

    Dublin, Dublin City, Ireland Salesforce, Inc. Full time

    You will have primary responsibility for providing front-line troubleshooting, feature explanation, and best practice guidance for Salesforce clients from around the world. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support. A Success Engineer operates efficiently in this...

  • Technical Support Engineer 2

    3 weeks ago

    Dublin, Dublin City, Ireland Datadog Full time

    We are Datadog's in-house product experts. The Technical Solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. We share our technical and product expertise with customers via multi-channel technical support, demos, and presentations. You'll be joining a team and company...

  • Senior Technical Support Engineer- Automation

    3 weeks ago

    Dublin, Dublin City, Ireland Servicenow Full time

    Company DescriptionAt ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for...

  • Senior Technical Support Engineer

    1 month ago

    Dublin, Dublin City, Ireland ServiceNow Full time

    Company DescriptionAt ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for...

  • Senior Technical Support Engineer

    3 weeks ago

    Dublin, Dublin City, Ireland ServiceNow Full time

    Company DescriptionAt ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for...

  • Senior Technical Support Engineer

    1 month ago

    Dublin, Dublin City, Ireland ServiceNow Full time

    Company DescriptionAt ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for...

  • Technical/Network Support Engineer, Tableau

    2 weeks ago

    Dublin, Dublin City, Ireland Salesforce, Inc. Full time

    Inc's Candidate Privacy Notice contains more details about the handling and use of the personal data of job applicants.For more information about our website privacy practices, please see our Privacy Statement. Technical/Network Support Engineer, Tableau (either Italian, German, French, Spanish) page is loaded Technical/Network Support Engineer, Tableau...

  • Associate Technical Support Engineer

    2 weeks ago

    Dublin, Dublin City, Ireland Salesforce Full time

    To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job Category Customer SuccessJob Details About Salesforce We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every...

  • Senior Structural Engineer

    2 weeks ago

    Dublin, Dublin City, Ireland Sonas Technical Full time

    Our client, a leading engineering consultancy, is seeking a Senior Structural Engineer to join their team in Dublin. The Role The successful candidate will assist in the preperation of high quality engineering design for a broad range of structural engineering projects. The Engineer will work across a wide range of projects including residential, commercial,...

  • Technical Support Manager

    3 weeks ago

    Dublin, Dublin City, Ireland Vodafone Full time

    Why work for us: At Vodafone, we're working hard to build a better future A more connected, more inclusive, and more sustainable world. We believe technology is only as powerful as the people using it to create a better tomorrow: Role Purpose: As customers continue to invest in digital to capture productivity and growth in Ireland, we are...

  • Technical Support Analyst

    3 weeks ago

    Dublin, Dublin City, Ireland Oracle Full time

    As a Support Engineer, you will be the technical interface to Oracle employees, for the resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide support to customers who contact us through phone, chat or the ticketing system, and maintain high level of customer happiness...

  • Technical Support Manager

    3 weeks ago

    Dublin, Dublin City, Ireland Vodafone Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Technical Support Manager (Customer Solutions) Aggregate function: Commercial Business Area: Local Commercial Operations Posting Country: Ireland Full Time / Part Time: Full Time Contract Type: Permanent At Vodafone, we're working hard to build a better future....

  • Pre Construction Engineer

    3 weeks ago

    Dublin, Dublin City, Ireland Sonas Technical Full time

    Our client, a leading Tier 1 Main contractor, is currently seeking a Pre Construction Engineer / BID Writer to join their team in either Galway or Dublin. This is a full-time permanent position with opportunities to work on projects covering Commercial, Educational, Residential, Healthcare, and Industrial.Role Responsibilities:Generate top-tier proposal...