Senior Technical Support Engineer

Job Summary

To support a growing client base, the full-time Senior Technical Support Engineer will resolve complex technical challenges related to the Docusign Agreement Cloud, collaborate with internal teams, and advocate for customer needs in a remote work environment.

Key responsibilities

• Provide exceptional support for Docusign services, focusing on technical challenges including API integrations and network issues
• Manage escalated cases and collaborate with engineering to address bugs and influence the product development roadmap
• Contribute to team growth by mentoring, improving documentation, and promoting Docusign products through consultative discussions

Required qualifications

• Bachelor of Science degree in Computer Science, Engineering, or a related technical discipline
• 3+ years of SaaS troubleshooting experience in a Technical Support role within the Japanese business domain
• Understanding of modern markup and programming languages such as XML, Python, PHP, and JavaScript/jQuery
• Experience troubleshooting in a web-based environment, including HTTP, JSON, and HTML
• Proven experience in developing technical documentation, including FAQs and troubleshooting guides