Senior Technical Support Engineer
RemoteJapan
JapanRemoteFull TimeSenior LevelLarge
Full TimeSenior LevelLarge
Job Summary
Resolve complex technical challenges for Docusign clients by handling inquiries focused on API integrations, network, and security issues. Utilize support tools including Salesforce, Jira, and proprietary logging systems to deliver complete solutions and own escalated cases requiring engineering engagement. Collaborate with cross-functional teams to address bugs, influence the development roadmap, and promote products through consultative discussions. Mentor peers, improve internal documentation, and meet Customer Support goals for DAC expertise while channeling feedback to drive product enhancement.
Required Qualifications
- Bachelor of Science degree in a 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, JavaScript/jQuery, or similar
- Experience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS
- Proven experience in developing and enhancing technical documentation, including FAQs, knowledge base articles, and troubleshooting guides
- Japanese Native Speaker
- Microsoft, Dynamics and/or SharePoint domain administrator
- Foundational knowledge of structured query languages such as SQL and SOQL
- Ability to troubleshoot complex data validation rules, including regular expressions
- Ability to collaborate effectively with product development teams (Engineering, Product Management) to escalate and resolve technical issues
- Self-motivated, goal-oriented, excellent organizational skills and superior time management skills
- Ability to adopt new technologies and application of learnings in daily work
- Excellent communication and collaboration skills to work seamlessly with customers, peers, and executives, and maintain composure in critical situations
- Communicate effectively in English, both written and verbally
Desired Qualifications
- Deep expertise in Docusign technologies, including acting as a Subject Matter Expert in at least one area, with specific familiarity with the Docusign CLM workflows and architecture
- Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
- Proficiency with web-based applications and technologies such as web service APIs, monitoring tools (e.g., Dynatrace), and authentication technologies like SAML and oAuth
- Salesforce administration work experience
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