Senior Technical Account Manager

DocuSign
Tokyo
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 10+ yearsSkills: ["Communication","Cross-functional collaboration","Mentoring/training","Strategic thinking","Prioritization"]

Serve as a trusted technical advisor for Enterprise Premier Support and strategic, high-touch enterprise customers. Lead technical relationship building and account-level strategies by continuously assessing technical health across eSignature, APIs, CLM/IAM, and SSO/integrations. Tackle complex troubleshooting, escalations, and root-cause analysis for production issues, partner cross-functionally to drive fixes and release readiness, and mentor other TAMs while improving support-delivery processes and CSAT outcomes.

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FursaFursa
DocuSign
DocuSign
1 day ago

Senior Technical Account Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Serve as a trusted technical advisor for Enterprise Premier Support and strategic, high-touch enterprise customers. Lead technical relationship building and account-level strategies by continuously assessing technical health across eSignature, APIs, CLM/IAM, and SSO/integrations. Tackle complex troubleshooting, escalations, and root-cause analysis for production issues, partner cross-functionally to drive fixes and release readiness, and mentor other TAMs while improving support-delivery processes and CSAT outcomes.
Location: Tokyo
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Build and maintain technical relationships with assigned Enterprise Premier Support and strategic high-touch customers.
  • •Assess customer implementations and technical environments continuously and recommend improvements across stability, performance, scalability, and operability.
  • •Lead customer-facing technical meetings, troubleshooting sessions, release reviews, health checks, roadmap discussions, and QBRs.
  • •Handle complex and high-impact production issues, including escalation management, test validation, root-cause analysis, and resolution in partnership with Support.
  • •Partner cross-functionally to drive bug fixes, workarounds, product improvements, and release readiness; mentor and share knowledge across the TAM organization.

Key Requirements

  • •10+ years of experience in technical support, technical account management, technical consulting, or a related role.
  • •Experience with strategic enterprise account management and supporting large-scale customers in SaaS or cloud-services environments.
  • •Expertise in web and API technologies including HTTP, REST, SOAP, JSON, and XML.
  • •Practical knowledge of web-development technologies such as C#, Java, JavaScript, PHP, HTML/CSS, React, and Node.js (or equivalent).
  • •Native-level Japanese proficiency and proficiency in English (written and verbal).
Experience:10+ yearsSaaSCloud servicesEnterprise support
Skills:CommunicationCross-functional collaborationMentoring/trainingStrategic thinkingPrioritization
Languages:JapaneseEnglish
Tech Stack:HTTPRESTSOAPJSONXMLC#JavaJavaScriptPHPHTML/CSSReactNode.jsHAR filesAPI request logsNetwork tracesESignatureAPIsCLMIntelligent Agreement Management (IAM)SSO

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
Glassdoor
Glassdoor: 3.6
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