What are the responsibilities and job description for the Developer Support Engineer II position at Docusign?
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
Developer Support Engineers (DSEs) handle the most complex technical questions from developers and act as Docusign API subject matter experts for other Customer Success teams.
DSEs work directly with customer and ISV developers to assist them with their API, authentication, and SDK questions across the full Docusign product line. DSEs also build API examples and test cases, report bugs to the engineering organization, write knowledge base articles, participate in webinars for developers, and more.
This position is an Individual Contributor role reporting to the Technical Support Manager.
Responsibility
- Perform troubleshooting and development assistance to the Docusign Developer Community
- Assist the customer with how to questions, technical articles, and tutorials on some of the basic to intermediate level use cases of Docusign APIs and SDKs
- Act as a domain expert for Advanced Docusign Features including APIs, SDKs, webhooks, PowerForms, Templates, Embedded signing, Docusign For Salesforce and more.
- Perform troubleshooting sessions with developers on API integrations and Docusign connectors
- Diagnose code samples from customers for advanced testing purposes to identify issues and document them completely prior to internal escalation
- Act as point of escalation for technical questions including internal and external department inquiries to facilitate the rapid deployment of customers’ applications
- Perform check of escalated issues found by internal team members prior to advancing through necessary channels
- Participate in Docusign and StackOverflow.com forums to support the growth of self-help within the Docusign Developer Community
- Attend and represent Docusign on occasion at developer events and activities such as webinars and developer conferences
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 equivalent
- English language proficiency: native or fluent
- 2 years of experience with SaaS troubleshooting experience in a Technical Support capacity, with 1 year as a developer or 2 years as a Software Engineer or Software Test Engineer
- 1 years of experience with Internet technologies including REST APIs, JSON, XML, SOAP, PubSub architecture, and software technologies including .NET
- Proficient in one or more coding languages including Python, Ruby, JavaScript, C#, PHP, Node.JS, and Java
- Experience solving and triaging complex, code-related technical issues
- Basic experience in solving performance and network related issues
- Experience using GitHub to host code samples
- Expected work shift is from 10:00 - 19:00, from Monday to Friday
Preferred
- Fluent Spanish
- Experience in providing technical customer support a strong preference
- Experience in using or debugging REST or SOAP APIs
- Proficiency in additional languages beyond English and Portuguese is a plus
- Salesforce Development Certification is a plus.
- Experience using Salesforce.com and Salesforce Apex
- Experience with creating technical articles.
- Ability to understand new and popular programming languages as more developers use them to create Docusign integrations
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 is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.
If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.
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