Developer Support Engineer

5 - 7 years experience  •  Technology

Salary depends on experience
Posted on 05/18/18
Seattle, WA
5 - 7 years experience
Technology
Salary depends on experience
Posted on 05/18/18

Position Summary 
The Developer Support Engineer will handle the most complex technical integrations in customer support and act as a DocuSign subject matter expert for the CSR team on our API and SDKs.  The individual will be responsible for assisting in the development of and improvements to our Stack Overflow forum, internal and external documentation, and working directly with customer code to assist in advanced use cases leveraging our SDKs and API.  This role will be key in furthering customer adoption by using the DocuSign SDKs and APIs to improve the automation of their digital transaction management.

 

This position is an Individual Contributor and reports to the Customer Support Manager

 

Responsibilities

  • Perform complex troubleshooting and development assistance to the DocuSign Developer Community
  • Manage resolution of complex issues to include: escalation, system testing, strategy sessions and distribution of knowledge throughout the company
  • Write sample code, technical articles, and tutorials on some of the basic to intermediate level uses cases using our SDKs
  • Act as a Subject Matter Expert for Advanced DocuSign Features; such as our APIs, SDKs, DocuSign Connect, PowerForms, Templates, Embedding signing, DocuSign For Salesforce
  • Act as the bridge between Support and Engineering/Professional Services/Product Management
  • 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.
  • Support large enterprise customers as they develop customized uses for the core DocuSign products and services.
  • Act as point of escalation for technical questions including internal and external department inquiries to facilitate the rapid deployment of customers’ applications.
  • 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.
  • Identify trending issues for customers and internal employees that may require escalation.
  • Perform check 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

 

Basic Qualifications

  • Bachelor’s degreerequired, with higher degree in a relevant field preferred or equivalent work experience
  • 5+ years of experience in senior technical customer support, with one year as a developer or 3+ years as a Software Engineer/Software Engineer in Test
  • 4 years of advanced troubleshooting technical solutions with Internet technologies including XML (WSDL), SOAP, Publisher/Listener architecture, and software technologies including .NET
  • Proficient in 1 or more coding languages including Python, Ruby, JavaScript, Obj-C, C#, PHP, NodeJS.
  • Working directly with customers debugging code
  • Strong Linux and Windows system administrative skills, web based applications development and HTTP
  • Experience using Salesforce.com and Salesforce Apex
  • Experience using GitHub to host code samples
  • Background in technical training and content creation a strong preference
  • Knowledge of web services, SDKs, REST and SOAP APIs

Preferred Qualifications

  • Higher degree in a relevant field
  • Salesforce Administrator Certification and Salesforce Development Certification
  • Strong Linux and Windows system administrative skills, web based applications development and HTTP
  • Background in technical training and content creation a strong preference
  • Ability to troubleshoot and triage complex, code-related technical issues
  • Knowledge or experience with DocuSign competitor products desirable
  • Ability to troubleshoot DocuSign API - REST and SOAP
  • Ability to understand new and popular programming languages as more developers use them to create DocuSign integrations
  • Experience in web or mobile application development
  • Experience in providing technical customer support a strong preference.
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