Senior Technical Support Engineer

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

Resolve complex technical issues for customers using Docusign Agreement Cloud (DAC) and Intelligent Agreement Management (IAM), while acting as an internal advocate to channel feedback into product improvements. Handle API integration, network, and security challenges using Docusign tooling and support systems, manage escalations that require engineering involvement, and collaborate cross-functionally with Product, Engineering, and Account Management. Share knowledge, improve documentation, and meet customer support goals for DAC expertise.

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FursaFursa
DocuSign
DocuSign
1 month ago

Senior Technical Support Engineer

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Resolve complex technical issues for customers using Docusign Agreement Cloud (DAC) and Intelligent Agreement Management (IAM), while acting as an internal advocate to channel feedback into product improvements. Handle API integration, network, and security challenges using Docusign tooling and support systems, manage escalations that require engineering involvement, and collaborate cross-functionally with Product, Engineering, and Account Management. Share knowledge, improve documentation, and meet customer support goals for DAC expertise.
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) and Docusign Intelligent Agreement Management (IAM) and associated services.
  • •Handle customer inquiries focused on technical challenges including API integrations, network, and security.
  • •Use support tools (e.g., Salesforce, Jira, logging systems, SharePoint, browser developer tools, internal admin console, text analysis tooling) to resolve issues.
  • •Own escalated customer issues that require engineering engagement to address bugs and influence the development roadmap.
  • •Collaborate cross-functionally with Product, Engineering, and Account Management; communicate effectively in English and improve internal/external documentation.

Key Requirements

  • •Bachelor of Science 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 markup and programming languages such as XML, Python, PHP, or JavaScript/jQuery.
  • •Experience troubleshooting web-based environments including HTTP, JSON, IIS, HTML, and CSS.
  • •Ability to develop and enhance technical documentation, with deep familiarity in Docusign technologies (CLM workflows/architecture) preferred.
Experience:SaaSJapanese business domain
Education:Bachelor's in Computer Science, Engineering, or related technical discipline
Skills:CommunicationCollaborationOrganizational skillsTime managementMentoring
Languages:EnglishJapanese
Tech Stack:XMLPythonPHPJavaScriptJQueryHTTPJSONIISHTMLCSSWiresharkFiddlerCharles ProxySalesforceJiraSharePointBrowser developer toolsInternal admin consoleDynatraceSAML

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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Glassdoor: 3.6
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