Technical Support Engineer III – German
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Job Description
Technical Support Engineer troubleshooting APIs, networks, and integrations for Docusign’s intelligent agreement-management platform. Supporting German- and English-speaking customers remotely and escalating complex issues to Engineering.
Responsibilities:
- Provide technical support for the Docusign ecosystem and associated services
- Troubleshoot escalated customer cases involving API integrations, embedded systems, network and security issues, third-party integrations, and multi-product workflows
- Own customer issues through the engineering interface to resolve technical bugs and influence the development roadmap
- Use technical product expertise to help customers increase adoption
- Use Salesforce, Jira, proprietary logging systems, browser developer tools, internal admin consoles, SQL, and text analysis tools
- Identify product improvements, bugs, and opportunities to improve customer experience
- Promote Docusign products and services through consultative discussions and evaluations
- Partner with non-delivery teams to identify needs and develop product training
- Collaborate with Product, Engineering, and Account Management
- Meet and exceed customer support service-level goals
- Serve as an escalation point for eSign Technical Support Engineers and non-eSign-aligned TCSMs
- Act as an on-call escalation contact during weekend rotation hours
Requirements:
- Bachelor of Science degree in Computer Science, Engineering, or related technical subject area
- 5+ years of SaaS network troubleshooting experience in a Technical Support and/or Network Operations Center (NOC) capacity
- Experience with XML and JSON
- Experience troubleshooting in web-based environments including HTTP, JSON, and HTML
- Log analysis experience using Wireshark, Fiddler, browser developer tools, or similar
- Fluent in German and English
- Knowledge of web services, SDKs, REST and SOAP APIs
- Microsoft System Administration work experience
- Docusign organization administration work experience
- Experience troubleshooting embedded signing and sending, Docusign On-demand Signature Service, and Docusign Central data replication scenarios
- Expertise with Salesforce, Excel, and PowerPoint reporting to executive audiences
- Mastery of regular expressions, code debugging, and complex data validation rules
- Domain expertise with web-based applications, web service APIs, monitoring tools such as Dynatrace, and authentication technologies including SAML, OAuth, SSO, and IDPs
Benefits:
- Remote work from a designated remote work location
- Reasonable accommodations for qualified individuals with disabilities
- Religious accommodations during the application process
- Equal opportunity to succeed and be heard
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