Technical Escalation Support Engineer
DocuSign
São Paulo, Brazil
há 6 dias

DocuSign is committed to building trust and making the world more agree-able for our employees, customers and the communities in which we live and work.

You can count on us to listen, be honest, and try our best to do what’s right, every day. At DocuSign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life.

Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better.

And for that, you’ll be loved by us, our customers, and the world in which we live.

The team

Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies.

We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly.

And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done.

As part of our global team of Agreement Experts in professional services, customer success management, learning and enablement, and customer support you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

This position

DocuSign is looking for an experienced Technical Escalation Support Engineer to join our Global Support organization to provide white-glove service, technical expertise, polished technical communications, and exceptional account leadership to our customers.

You will support DocuSign Agreement Cloud customers experiencing time sensitive product related issues and manage the overall experience by collaborating closely with customer stakeholders as well as the Technical Support Team.

This role will act as a liaison between the internal organization to obtain issue resolution for reported technical issues.

The Technical Escalation Support Engineer will also be responsible for analyzing and identifying trends to reduce the number of escalations and improve customer satisfaction and communication.

This position is an individual contributor reporting to the Manager, Escalation Support and is designated Flex.

Responsibilities

Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.

Ensure critical client SLAs are met

Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change.

Reduce escalation volume by identifying training & product opportunities.

Provide updates to key stakeholders on open escalations

Lead improvements by monitoring and developing dashboards to proactively monitor trends, customer escalations and use data to recommend technical and / or business process changes to meet expectations and / or optimize productivity

Facilitate and report on daily and / or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources

Act as Incident Response Coordinator during high severity escalations or outages.

Ability to translate technical concepts to peers, management, leadership, and customers.

Support leadership in strategic, business, and operational planning

Basic qualifications

BA / BS degree in relevant field

3+ years’ experience in Project, Incident and / or Escalation Management

Strong technical knowledge of complex systems, ideally in a multi-tenant, Cloud environment

Practical experience managing multiple support teams, with a strong knowledge of all technical support functions and related engineering responsibilities

Demonstrated technical expertise in business intelligence and analytics

Proven track record of working collaboratively across the business at all levels to improve the customer’s experience

Exhibit strong executive presence, including ability to partner with and effectively influence a diverse audience including technical managers, developers, architects, directors, VPs, CMOs, and CXOs

Able to manage relationships with peers and managers as it relates to support and services

Ability to navigate complexity and create collaborative, cross-functional solutions and translate complex issues in an understandable, organized way

Knowledge of CRM tools and industry standard reporting tools, preferably Salesforce

Role requires 24 x 7 on call for production impacting issues

Preferred qualifications

MA / MS degree in relevant field

Proficiency or certification with industry standard data analytics tools (Power BI, Tableau, etc.)

2+ years in a technically focused role including Support, Engineering or Professional / Consulting Services

About us

DocuSign® helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature : the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time.

Today, hundreds of thousands of customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives.

Plus, we save more trees together! And that’s a good thing.

DocuSign is an Equal Opportunity Employer. DocuSign is committed to building a diverse team of talented individuals who bring different perspectives to the discussion and who feel a sense of inclusion and belonging when they join our team.

Individuals seeking employment at DocuSign are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.

Accommodations

DocuSign provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including if you have any difficulty using our online system.

If you need such an accommodation, you may contact us at accommodations docusign.com.

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