Senior Technical Support Engineer

DocuSign
Tokyo
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: bachelorsSkills: ["Communication","Collaboration","Organizational skills","Time management","Mentoring"]

Resolve complex technical issues for customers using the Agreement Cloud (DAC) and Intelligent Agreement Management (IAM), with a focus on API integrations, network, and security. Triage and troubleshoot escalated cases, use internal support tools (e.g., Salesforce, Jira, logging systems, admin console), and collaborate with Engineering, Product, and Account Management to drive rapid fixes and influence the product roadmap. Communicate clearly in English and improve documentation and support knowledge.

Loading

Loading job details...

Preparing the role view and application actions.

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: 14 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Resolve complex technical issues for customers using the Agreement Cloud (DAC) and Intelligent Agreement Management (IAM), with a focus on API integrations, network, and security. Triage and troubleshoot escalated cases, use internal support tools (e.g., Salesforce, Jira, logging systems, admin console), and collaborate with Engineering, Product, and Account Management to drive rapid fixes and influence the product roadmap. Communicate clearly in English and improve documentation and support knowledge.
Location: Tokyo
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide exceptional support for Docusign Agreement Cloud (DAC), Docusign Intelligent Agreement Management (IAM), and associated services.
  • •Handle customer technical inquiries, including API integrations, network issues, and security-related problems.
  • •Use support tools and resources (e.g., Salesforce, Jira, proprietary logging systems, SharePoint, admin console, browser developer tools, text analysis tooling) to solve issues.
  • •Own escalated customer issues that require engineering engagement to address bugs and influence the development roadmap.
  • •Collaborate with Product, Engineering, and Account Management, communicate effectively in English, and improve internal/external documentation to meet customer support goals.

Key Requirements

  • •Basic Bachelor of Science degree in Computer Science, Engineering, or related technical discipline.
  • •3+ years of SaaS troubleshooting experience in a technical support capacity in the Japanese business domain.
  • •Understanding of modern markup and programming languages such as XML, Python, PHP, and JavaScript/jQuery.
  • •Experience troubleshooting web-based environments including HTTP, JSON, IIS, HTML, and CSS.
  • •Ability to develop and enhance technical documentation (FAQs, knowledge base articles, troubleshooting guides).
Experience:3+ yearsSaaSJapanese business domain
Education:Bachelor's
Skills:CommunicationCollaborationOrganizational skillsTime managementMentoring
Languages:EnglishJapanese
Tech Stack:Docusign Agreement Cloud (DAC)Docusign Intelligent Agreement Management (IAM)SalesforceJiraSharePointBrowser developer toolsText analysis toolingInternal admin consoleXMLPythonPHPJavaScriptJQueryHTTPJSONIISHTMLCSSWiresharkFiddler

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
WebsiteLinkedInGlassdoor