Welcome to DocuSign, the global leader in electronic signature technology. We are seeking a highly skilled and motivated Technical Support Engineer II to join our eSign team. As a member of our team, you will have the opportunity to work on cutting-edge technology and provide support to our customers, helping them to transform their business processes through the use of our eSignature platform. If you are a problem-solver with a passion for technology and a strong customer service mindset, we want to hear from you! To be successful in this role, you must have a minimum of 3 years experience in technical support, as well as a strong understanding of web-based applications and APIs. If you are ready to take your technical support career to the next level, we encourage you to apply for this exciting opportunity at DocuSign.
- Provide technical support to customers using DocuSign's eSignature platform.
- Troubleshoot and resolve technical issues reported by customers in a timely and efficient manner.
- Communicate with customers to understand the root cause of their technical issues and provide effective solutions.
- Collaborate with cross-functional teams, including engineering and product teams, to escalate and resolve complex technical issues.
- Monitor and respond to customer inquiries and requests through various channels, including phone, email, and live chat.
- Document and track customer issues and resolutions using internal ticketing systems.
- Stay up-to-date on the latest features and updates of DocuSign's eSignature platform.
- Provide proactive and timely updates to customers on the status of their technical issues.
- Conduct thorough and accurate testing of new features and updates before they are released to customers.
- Continuously improve technical support processes and procedures to enhance customer experience.
- Mentor and assist junior technical support engineers when needed.
- Participate in on-call rotations to provide after-hours technical support to customers.
- Maintain a high level of customer satisfaction through excellent communication and problem-solving skills.
- Adhere to service level agreements (SLAs) and ensure that customer issues are resolved within the defined timeframes.
- Proactively identify and report product bugs and issues to the engineering team.
- Provide feedback to the product team on customer needs and feature requests.
- Stay informed about industry trends and best practices in technical support.
- Adhere to company policies and procedures, including data security and confidentiality guidelines.
In-Depth Knowledge Of Electronic Signature Technology: A Technical Support Engineer Ii - Esign Should Have A Strong Understanding Of Electronic Signature Technology And Its Various Applications. This Includes Knowledge Of Esign Laws, Compatibility With Different Document Formats, And Troubleshooting Common Esign Issues.
Experience With Software And Hardware Troubleshooting: As A Technical Support Engineer Ii, Candidates Should Have A Solid Background In Troubleshooting Software And Hardware Issues. This Includes Identifying The Root Cause Of Problems And Providing Effective Solutions To Resolve Them.
Strong Communication And Customer Service Skills: The Role Of A Technical Support Engineer Ii - Esign Will Involve Interacting With Customers On A Daily Basis. Therefore, Candidates Must Possess Excellent Communication Skills And Have The Ability To Provide Exceptional Customer Service.
Experience With Crm And Ticketing Systems: Docusign Likely Uses A Customer Relationship Management (Crm) System And A Ticketing System To Track And Resolve Customer Issues. Candidates Should Have Experience Working With These Types Of Systems And Be Able To Navigate And Utilize Them Effectively.
Ability To Work In A Fast-Paced And Dynamic Environment: Docusign Is A Rapidly Growing Company, And The Role Of A Technical Support Engineer Ii - Esign Will Require Candidates To Work In A Fast-Paced And Dynamic Environment. Candidates Should Be Comfortable Adapting To Changes And Be Able To Prioritize And Manage Multiple Tasks Effectively.
Quality Assurance
Training
Troubleshooting
Communication
Multitasking
customer service
Ticketing systems
Collaboration
Problem-Solving
Technical Knowledge
Remote Support
Software Expertise
Communication
Emotional Intelligence
Leadership
Time management
Interpersonal Skills
creativity
Critical thinking
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Technical Support Engineer II - eSign is between $70,000 and $100,000 per year. However, this can vary depending on factors such as location, experience, and company size.
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DocuSign, Inc. is an American company headquartered in San Francisco, California that allows organizations to manage electronic agreements.
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