Developer Support Engineer

Docusign • UNAVAILABLE, UNAVAILABLE

6h • Remote

About The Position

The Developer Support Engineer II is a strategic customer advisor and the internal voice for our customer base. The DSE handles the most complex technical questions from developers and acts as Docusign API subject matter experts for other Customer Success teams. DSEs work directly with customers and ISV developers to assist them with API, authentication, and SDK questions across the full Docusign product line. DSEs also create API examples and test cases, report bugs to the engineering organization, write knowledge base articles, participate in developer webinars, and more.
This position is an individual contributor role reporting to the Senior Manager, Developer Support.

Requirements

• Bachelor of Science degree in a Computer Science, Engineering or equivalent
• 2+ years of experience with SaaS troubleshooting experience in a Technical Support capacity, with one year as a developer or 2+ years as a Software Engineer/Software Test Engineer
• 1+ years of experience with Internet technologies, including REST APIs, JSON, XML, SOAP, PubSub architecture, and software technologies, including.NET
• Experience with one or more coding languages, including Python, Ruby, JavaScript, C#, PHP, Node.JS, and Java
• Experience solving and triaging complex, code-related technical issues
• Experience troubleshooting performance and network-related issues
• Experience using GitHub to host code samples

Nice To Haves

• Experience providing technical customer support
• Experience in using or debugging REST or SOAP APIS
• Proficiency in additional languages beyond English
• Salesforce Development Certification
• Experience using Salesforce.com and Salesforce Apex
• Experience with crafting technical articles
• Able to meet the IL4/IL5 clearance requirements

Responsibilities

• Perform troubleshooting and development assistance to the Docusign Developer Community
• Assist the customer with how-to questions, technical articles, and tutorials on some of the basic to intermediate-level use cases of Docusign APIs and SDKs
• Act as a Subject Matter Expert for Advanced Docusign Features, including APIs, SDKs, webhooks, PowerForms, Templates, Embedded signing, Docusign For Salesforce, and more
• Perform troubleshooting sessions with developers on API integrations and Docusign connectors
• Diagnose code samples from customers for advanced testing purposes to identify issues and document them completely prior to internal escalation
• Act as a point of escalation for technical questions, including internal and external department inquiries, to facilitate the rapid deployment of customers' applications
• Perform checks of escalated issues found by internal team members prior to advancing through proper channels
• Participate in Docusign and StackOverflow.com forums to support the growth of self-help within the Docusign Developer Community
• Attend and represent Docusign at developer events and activities such as webinars and developer conferences

Benefits

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).
• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level