Technical Support Engineer II

About the role

The Technical Support Engineer II serves as a strategic advisor for Docusign’s customers, acting as the primary communication bridge between users, partners, and internal teams. The role delivers both proactive and reactive technical support in customers’ preferred languages, ensuring a world‑class experience while helping clients maximize the value of Docusign’s agreement management platform.

Key responsibilities

• Provide proactive and reactive support for customers, partners, and internal teams, handling subscription inquiries and technical tasks.
• Act as a liaison between customers and all functional areas within Docusign to resolve technical support inquiries.
• Review, translate, and create localized support content and practices.
• Troubleshoot issues across API integrations, embedded systems, network and security impediments, third‑party integrations, and multi‑product workflows.
• Utilize support tools such as Salesforce, Jira, Docusign logging systems, G‑Suite, browser developer tools, internal admin console, SQL, and text‑analysis utilities.
• Identify product improvements, report bugs, and surface high‑impact opportunities to enhance the customer experience.

Required profile

• Strong communication skills with the ability to convey technical concepts in multiple languages.
• Customer‑focused mindset, acting as an internal voice for the user base.
• Ability to work independently as an individual contributor while collaborating across Docusign’s functional teams.
• Analytical problem‑solving skills and a proactive approach to issue resolution.

Required skills

• API integrations
• Embedded systems troubleshooting
• Network and security knowledge
• Third‑party integration experience
• Multi‑product workflow handling
• Salesforce
• Jira
• SQL
• Browser developer tools
• G‑Suite