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Technical Support Engineer II (Japanese)

    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.

    What you’ll do

    The Japanese Technical Support Engineer is a strategic customer advisor and the internal voice for our customer base. The Japanese Technical Support Engineer will both have the accountability and responsibility to deliver on our customers’ needs. This role acts as a liaison between customers and all functional areas within DocuSign to resolve technical support inquiries. Working with resources across DocuSign, this individual will expedite the resolution of complex technical issues to empower customers to achieve the highest value and adoption of our software.

    This position is an individual contributor reporting to the Technical Support Manager.

    Responsibility 

    Provide exceptional technical support for the DocuSign Agreement Cloud (DAC) and associated services
    Handle incoming support channels to troubleshoot customer inquiries, including but not limited to API integrations, embedded systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows
    Use broad technical product expertise within DAC areas to help customers increase adoption
    Utilize support tools and resources necessary to solve the customer issue, including Salesforce, Jira, DocuSign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling
    Identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience
    Promote DocuSign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs
    Manage escalated cases from internal channels to troubleshoot issues customers face when using DocuSign products
    Provide support for internal peers for inquiries on product knowledge and engagement paths
    Meet and exceed DocuSign Customer Support service level goals for areas of DAC expertise

    Job Designation

    Remote:Employee is not required to be in or near an office frequentlyand works from a designated remote work location for the majority of thetime.

    Positions at DocuSign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within DocuSign. DocuSign reserves the right to change a position’s job designation depending on business needs and as permitted by local law.

    What you bring

    Basic

    Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline
    5+ years of SaaS troubleshooting experience in a Technical Support capacity
    Japanese Fluency at JLPT N1 Level, including the ability to read writings with logical complexity, read abstract writings, understand the intent of the writers, comprehend orally presented materials spoken at natural speed, follow their ideas, and comprehend contents comprehensively in a broad variety of settings and topics
    Understanding of modern markup and programming languages such as XML, C#, Python, PHP, JavaScript/jQuery, or similar
    Experience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS
    Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
    Salesforce administration work experience
    Microsoft, Dynamics and/or SharePoint domain administrator

    Preferred 

    Self-motivated, goal-oriented, excellent organizational skills and superior time management skills
    Subject Matter Expert for at least one vertical across DocuSign technologies
    Effective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presence
    Ability to troubleshoot regular expressions and other complex data validation rules
    Expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and oAuth
    Familiarity with structured query languages such as SQL and SOQL
    Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
    Ability to collaborate with peers across the organization without friction
    Familiarity with DocuSign Contract Lifecycle Management workflows and architecture
    Japanese Native Speaker
    Professional experience within relevant industries for which DocuSign provides solutions
    Salesforce Admin certification(s)
    Microsoft System Administration work experience
    Windows PowerShell scripting work experience
    DocuSign organization administration work experience
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