Senior Developer Support Engineer

Description:

DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives.

Developer Support Engineers (DSEs) handle implementation of complex technical integrations for ISV’s and customers using DocuSign API’s/SDK’s.

DSEs work directly with customer and ISV developers to assist them deliver reliable, enterprise-grade integrations and facilitate other technical interactions during the customer journey. Oversee technical development and follow standard operating procedure documentation to support technical delivery and integrations with 3rd party software. DSEs also troubleshoot technical issues by confirming the validity of the problem and providing proven solutions. Provide post-deployment technical support for issues related to customer integrations.

This position is an Individual Contributor and reports to the Developer Support Manager and is designated Flex.

• Perform complex troubleshooting and development assistance to the DocuSign Developer Community

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  Manage resolution of complex issues including: escalation, system testing, strategy sessions and distribution of knowledge throughout the company

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  Architecting and communicating the optimal solution and solution advantages to prospects, existing customers, and internal team members

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  Write sample code, technical articles, and tutorials on some of the basic to intermediate level use cases of DocuSign APIs and SDKs

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  Act as a Subject Matter Expert for Advanced DocuSign Features including APIs, SDKs, webhooks, PowerForms, Templates, Embedded signing, DocuSign For Salesforce and more.

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  Act as the bridge between Support and Engineering/Professional Services/Product Management organizations

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  Perform troubleshooting sessions with developers on API integrations and DocuSign connectors

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  Diagnose code samples from customers for advanced testing purposes to identify issues and document them completely prior to internal escalations

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  Act as point of escalation for technical questions including internal and external department inquiries to facilitate the rapid deployment of customers’ applications

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  Proactively test new feature releases, inclusive of complex areas of API and connectors to provide feedback for product improvement

• Create and present internal content for team education and training purposes

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  Perform check of escalated issues found by internal team members prior to advancing through proper channels

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  Participate in DocuSign and StackOverflow.com forums to support the growth of self-help within the DocuSign Developer Community

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  Occasionally attend and represent DocuSign at developer events and activities such as webinars and developer conferences