[Remote] Technical Support Engineer II - eSign - Fluent French

Note: The job is a remote job and is open to candidates in USA. Docusign is a leader in e-signature and contract lifecycle management, serving over 1.5 million customers worldwide. The Technical Support Engineer will act as a strategic advisor to customers, addressing technical inquiries and ensuring effective use of Docusign's eSignature solutions.

Responsibilities

• Provide outstanding technical support for Docusign eSignature (eSign) and associated services
• Handle incoming support channels to troubleshoot customer inquiries, including but not limited to sending, signing, digital signatures, templates, bulk sending, use of the Docusign eSignature web application
• Use broad technical product expertise within eSignature areas to help customers increase adoption
• Use support tools and resources vital to solving the customer issue, including Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling
• 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
• Handle escalated cases from internal channels to resolve issues customers face when using Docusign products
• Provide support for internal peers for inquiries on product knowledge and engagement paths
• Meet and exceed Docusign Customer Support service level goals for areas of eSign expertise

Skills

• Bachelor of Science degree in a Computer Science, Engineering, or related technical subject area
• 2+ years of SaaS troubleshooting experience in a Technical Support capacity
• Experience with modern markup and programming languages such as XML, C#, Python, PHP, JavaScript, jQuery, or similar
• Experience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS
• Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
• Salesforce administration work experience
• Fluent in English & French
• Experience with Microsoft, Dynamics and/or SharePoint domain administrator
• Self-motivated, goal-oriented, interpersonal skills and outstanding time management skills
• Subject Matter Expert for at least one vertical across Docusign technologies
• 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
• 2+ years of experience supporting Docusign eSignature and related products
• 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
• Familiarity with Docusign Contract Lifecycle Management workflows and architecture
• Professional experience within relevant industries for which Docusign provides solutions
• Salesforce Admin certification(s)
• Microsoft System Administration work experience
• Windows PowerShell scripting work experience

Company Overview

• DocuSign helps small- and medium-sized businesses collect information, automate data workflows, and sign on various devices. It was founded in 2003, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is http://www.docusign.com.

Company H1B Sponsorship

• Docusign has a track record of offering H1B sponsorships, with 361 in 2025, 337 in 2024, 236 in 2023, 249 in 2022, 236 in 2021, 115 in 2020. Please note that this does not guarantee sponsorship for this specific role.

Apply tot his job Apply To this Job