Enterprise Support Engineer

Less than 5 years experience  • 

Salary depends on experience
Posted on 05/18/18
Seattle, WA
Less than 5 years experience
Salary depends on experience
Posted on 05/18/18

Technical Customer Support Manager

Customer Success & Support | Seattle, Washington

Collaborate with our customers while providing consulting services and technical support to help them leverage their use of our products for maximum impact.

Position Summary
The Technical Customer Success Manager, “TCSM”, is the primary technical contact for accounts that have Enterprise Premier Support and are entitled to a designated support engineer who is an expert in their use cases, implementation and installation. The TCSM maintains all aspects of the technical relationship from troubleshooting possible issues, filing and advocating for enhancements, partnering with engineering & sales, preparing for new releases and rollouts and otherwise participating in the overall account management support of the customer.

Support Single Point of Contact - The TCSM will manage all of their customer’s cases, ensuring that accurate resources are leveraged, monitoring time to resolution, advocating bug fixes, managing sensitive and business critical issues impacting either the customer’s business or impacting DocuSign's relationship with the customer, and in general doing everything possible to bring a speedy resolution to the issue. 

Technical Management - The TCSM will own the primary technical relationship with our Enterprise Premium Support customers. Within this relationship they will arrange meetings, broker and arbitrate particular meetings between the customer and DocuSign, and in all appropriate ways represent their customer’s technical needs to DocuSign, and DocuSign’s offerings to their customer

This position is an Individual Contributor position and reports to the Manager, TCSM.

Responsibilities

  • Manage and cultivate the technical relationship and communication with Enterprise Premium accounts
  • Drive resolution of complex production issues, including: escalation, system testing, strategy sessions and distribution of knowledge throughout the company
  • Acquire and maintain knowledge of existing systems and new systems in order to provide accurate assistance and training to customers and CSR Team
  • Act as a trusted technical advisor for DocuSign products and advanced DocuSign features, such as our APIs, DocuSign Connect, Powerforms, Templates, Embedding Signing
  • Interface with internal groups for problem resolution and issue escalation
  • Act as the liaison and customer advocate inside DocuSign
  • Ensure consistent delivery of all Enterprise Premium Support program components
  • Participate in special projects, as required, under general supervision that enhances the quality or efficiency of the TCSM Team and support service (e.g., monitoring overall queue statues)
  • Contribute to Sales’ ability to sell Enterprise Premium Support as well as identify upsell opportunities and new use cases
  • Advocate and evangelize the Enterprise Premium Support program
  • Travel as necessary (10-20%)

Required Experience

  • Three or more years of experience in technical customer support with one year as a senior team member or as a web developer
  • Knowledge of DocuSign product preferred
  • Understanding of desktop operating systems including but not limited to Microsoft Windows and Apple OS
  • Experience using Salesforce.com a plus
  • Knowledge of web services, C#, PHP, Java or Ruby preferred
  • Understanding of HTML, JavaScript, CSS, XML, REST and SOAP API a plus
  • Web Development experience a plus
  • Familiarity with Mobile Applications
  • Understanding of Software as a Service
  • Ability to identify and submit product enhancement requests
  • Ability to navigate and troubleshoot in ticketing systems, Bug submission and other support systems
  • Passion for business, technology and customers
  • Excellent written and oral communication skills
  • Exceptional analytical problem solving and troubleshooting skills
  • Strong presentation skills
  • Proficient in managing multiple competing priorities simultaneously
  • Strong account management, cross-group collaboration, and negotiation skills
  • Outstanding interpersonal skills and conflict management skills
  • Quickly develops rapport and credibility
  • Self-motivated, able to work independently, and welcoming to challenge
  • Ability to lead others
  • Bachelor’s degree or higher in a relevant field preferred
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