Developer Support Engineer

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.

Responsibility

• 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

Job Designation

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

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

• 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

Preferred

• 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

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $118,000.00 - $183,050.00 base salary

Illinois, Colorado, Massachusetts and Minnesota: $111,900.00 - $153,900.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $111,900.00 - $162,250.00 base salary

Washington DC: $118,000.00 - $162,250.00 base salary

Ohio: $98,700.00 - $135,750.00 base salary

This role is also eligible for the following:

• 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).

Global benefits provide options for the following:

• 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

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship. Life at Docusign

Working here

Docusign is committed to building trust and making the world more agreeable 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 than we found it. And for that, you'll be loved by us, our customers, and the world in which we live.

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people's lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign's Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).