Technical Support Engineer - IAM
DocuSign
Employer Active
Posted 9 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Provide outstanding technical support for the Docusign Intelligent Agreement Management (IAM) and associated services
Handle incoming support requests to troubleshoot customer inquiries, including but not limited to embedded systems issues, network and security-related impediments, external connectors, and multi-product workflows
Use broad technical product expertise within IAM areas to help customers increase adoption
Utilize tools such as Salesforce, Jira, Docusign internal admin console, log analysis utilities, SQL queries, and browser developer tools to diagnose complex issues
Identify improvements to the product, identify bugs, and otherwise determine high-impact opportunities to improve the customer experience
Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs
Manage escalated cases from internal channels and coordinate with Product and Engineering to drive timely resolution
Collaborate with peers to provide internal knowledge sharing and product training
Partner cross-functionally to improve diagnostic processes, documentation, and enablement content
Meet and exceed Docusign Customer Support service level goals for areas of IAM expertise
Continue to provide support for the candidate s previous product specialization as needed until IAM case volume reaches full team capacity
Desired Candidate Profile
Bachelor of Science degree in Computer Science, Engineering, or a related technical subject area
- 2+ years of SaaS troubleshooting experience in a Technical Support capacity or similar role
- Experience troubleshooting web-based environments, including HTTP, JSON, SAML, OAuth, HTML, and CSS
- Salesforce administration work experience
- Experience with the IAM product, including but not limited to (Maestro, Navigator, Webforms, App Center, etc.)
Self-motivated, goal-oriented, interpersonal, and time management skills
Strong ability to learn and apply new technologies quickly
Effective communication skills, which are a key component of this role, with audiences that include customers, peers, and occasional executive presence
Ability to troubleshoot regular expressions and other complex data validation rules
Possesses a deep understanding of Docusign User Models
Expertise with web-based applications, web service APIs, monitoring tools (e.g., Dynatrace), and authentication technologies such as SAML and OAuth
Familiarity with structured query languages such as SQL and SOQL
Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
Ability to collaborate with peers across the organization without friction
Professional experience within relevant industries for which Docusign provides solutions
Microsoft System Administration work experience
Ability to participate in limited on-call rotations (evenings/weekends)
Company Industry
- IT - Software Services
Department / Functional Area
- IT Software
Keywords
- Technical Support Engineer - IAM
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DocuSign
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. 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).