Technical Customer Success Engineer

Company Overview

DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives.

What you'll do

The Technical Customer Success Manager, “TCSM”, is the primary technical contact for accounts that have Enterprise Premier Support and are entitled to a designated support engineer who is an expert in their use cases, implementation and installation. The TCSM maintains all aspects of the technical relationship from troubleshooting possible issues, filing and advocating for enhancements, partnering with engineering & sales, preparing for new releases and rollouts and otherwise participating in the overall account management support of the customer. Support Single Point of Contact - The TCSM will manage all of their customer’s cases, ensuring that accurate resources are leveraged, monitoring time to resolution, advocating bug fixes, managing sensitive and business critical issues impacting either the customer’s business or impacting DocuSign's relationship with the customer, and in general doing everything possible to bring a speedy resolution to the issue.

Technical Management - The TCSM will own the primary technical relationship with our Enterprise Premium Support customers. Within this relationship they will arrange meetings, broker and arbitrate meetings between the customer and DocuSign, and in all appropriate ways represent their customer’s technical needs to DocuSign, and DocuSign’s offerings to their customer.

This position is an individual contributor rol reporting to the Manager, TCSM.

Responsibility

• Drive resolution of complex production issues, including: escalation, system testing, strategy sessions and distribution of knowledge throughout the company
• Advocate and evangelize the Enterprise Premium Support program
• Travel as necessary (10-20%)
• Manage and cultivate the technical relationship and communication with Enterprise Premium accounts
• Participate in special projects, as required, under general supervision that enhances the quality or efficiency of the TCSM Team and support service (e.g., monitoring overall queue statues)
• Interface with internal groups for problem resolution and issue escalation
• Act as a trusted technical advisor for DocuSign products and advanced DocuSign features, such as our APIs, DocuSign Connect, Powerforms, Templates, Embedding Signing
• Act as the liaison and customer advocate inside DocuSign
• Ensure consistent delivery of all Enterprise Premium Support program components
• Contribute to Sales’ ability to sell Enterprise Premium Support as well as identify upsell opportunities and new use cases.
• Acquire and maintain knowledge of existing systems and new systems in order to provide accurate assistance and training to customers and CSR Team

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

• 8+ years of experience in technical customer support with one year as a senior team member or as a web developer

Preferred

• Quickly develops rapport and credibility
• Bachelor’s degree or higher in a relevant field
• Passion for business, technology and customers
• Knowledge of web services, C#, PHP, Java or Ruby
• Strong presentation skills
• Familiarity with Mobile Applications
• Understanding of Software as a Service
• Ability to navigate and troubleshoot in ticketing systems, Bug submission and other support systems
• Understanding of HTML, JavaScript, CSS, XML, REST and SOAP API
• Web Development experience
• Experience using Salesforce.com
• Ability to identify and submit product enhancement requests
• Knowledge of DocuSign product
• Strong account management, cross-group collaboration, and negotiation skills
• Understanding of desktop operating systems such as Microsoft Windows and Apple OS

Wage Transparency

Based on applicable legislation, the below details pay ranges in the following locations:

California: $105,100 - $161,775 base salary

Illinois and Colorado: $98,800 - $135,850 base salary

Washington and New York (including NYC metro area): $98,800 - $144,550 base salary

This role is also eligible for bonus, equity and benefits.

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 if you need accommodation to properly utilize our online system, you may contact us at [email protected].

If you experience any technical difficulties or issues during the application process, or with our interview tools, please reach out to us at [email protected] for assistance.

Applicant and Candidate Privacy Notice

States Not Eligible for Employment

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.