Senior Technical Support Engineer

DocuSign
Tokyo
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Communication","Collaboration","Organizational skills","Time management","Mentorship"]

Provide advanced technical support for Docusign Agreement Cloud (DAC) and Intelligent Agreement Management (IAM), resolving complex customer issues across API integrations, network, and security. Use tools like Salesforce, Jira, Docusign logging systems, and browser developer tools to troubleshoot and drive fixes. Handle escalated cases, influence bug resolution and roadmap input, and collaborate with Product, Engineering, and Account Management to meet customer support goals.

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FursaFursa
DocuSign
DocuSign
1 month ago

Senior Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Provide advanced technical support for Docusign Agreement Cloud (DAC) and Intelligent Agreement Management (IAM), resolving complex customer issues across API integrations, network, and security. Use tools like Salesforce, Jira, Docusign logging systems, and browser developer tools to troubleshoot and drive fixes. Handle escalated cases, influence bug resolution and roadmap input, and collaborate with Product, Engineering, and Account Management to meet customer support goals.
Location: Tokyo
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide exceptional support for DAC, IAM, and associated services to resolve complex technical challenges.
  • •Handle customer technical inquiries, including API integrations, network, and security, coordinating resources to deliver complete solutions.
  • •Use support tools such as Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, and internal admin consoles to troubleshoot issues.
  • •Own customer issues requiring engineering engagement to address bugs and influence the development roadmap.
  • •Manage escalated cases and collaborate with Product, Engineering, and Account Management while communicating effectively in English and supporting documentation improvements.

Key Requirements

  • •Bachelor of Science degree in Computer Science, Engineering, or a related technical discipline.
  • •3+ years of SaaS troubleshooting experience in a Technical Support capacity in the Japanese business domain.
  • •Understanding of markup and programming languages such as XML, Python, PHP, and JavaScript/jQuery.
  • •Experience troubleshooting web-based environments including HTTP, JSON, IIS, HTML, and CSS.
  • •Proven technical documentation experience (FAQs, knowledge base articles, troubleshooting guides).
Experience:SaaS
Education:Bachelor's
Skills:CommunicationCollaborationOrganizational skillsTime managementMentorship
Languages:EnglishJapanese
Tech Stack:SalesforceJiraXMLPythonPHPJavaScriptJQueryHTTPJSONIISHTMLCSSWiresharkFiddlerCharles ProxyDynatraceSAMLOAuthMicrosoft DynamicsSharePoint

Company Brief

DocuSign
Provides a cloud-based electronic signature and intelligent agreement management platform that automates document workflows, identity verification, contract lifecycle management, and agreement analytics for enterprises and individuals worldwide.
Industry: LegalTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2003
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