Senior Technical Support Engineer - Tokyo, Tokyo
登録メンバーのみ Tokyo, Tokyo, 日本
1ヶ月前
* この給与範囲はbeBeeによる推定値である。
Job summary
This crucial position requires an individual who will not only resolve complex technical challenges for our clients but also serve as a vital internal advocate, channeling customer feedback to drive product enhancement.
Responsibilities
- Provide exceptional support for the Docusign Agreement Cloud (DAC), Docusign Intelligent Agreement Management (IAM) and associated services
- Handle customer inquiries with a primary focus on technical challenges (including API integrations, network, and security), while collaborating with necessary resources to address a wide range of issues and deliver a complete solution
- Utilize support tools and resources necessary to solve the customer issue, including Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, and text analysis tooling
- Own customer issues requiring engineering engagement to address bugs and influence the development roadmap
- Manage escalated cases from internal channels to troubleshoot issues customers face when using DocuSign products
- Communicate effectively in English, both written and verbally.
- Contribute to the growth of the team and company by sharing knowledge as a mentor, collaborating on problem-solving, and improving internal and external documentation
- Collaborate with cross-functional teams such as Product, Engineering, and Account Management to ensure alignment
- Promote Docusign products and services through consultative discussions
- Meet and exceed Docusign Customer Support goals for areas of DAC expertise
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