Technical Customer Support Resource

Seattle, WA 98101

Job Category: Technical Support Job Number: 115820

Job Title:             Technical Customer Support Resource|

Location:             Seattle, WA -98101

Duration:             6-12 Months Contract

About our Client : Our Client is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Our Client works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Our Client drives innovation to improve the way the world works and lives

Job Description

  • 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 Enterprise Support Engineer, 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 Enterprise Support Engineer 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 Enterprise Support Engineer 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 Enterprise Support Engineer 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, Enterprise Support Engineer

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 Enterprise Support Engineer Team and support service (e.g., monitoring overall queue statues)
  • Contribute to Sales’ ability to sell Enterprise Premium Support as well as identify up sell opportunities and new use cases
  • Advocate and evangelize the Enterprise Premium Support program

Required Experience

  • Three or more years of experience in technical customer support with one year as a senior team member
  • 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

About ASK: ASK Staffing is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Staffing connects people with amazing opportunities

#ASK123

 

Contact:

Vincent Gandra@ vincentg@askstaffing.com  ; Direct: 415-200-4129

Vincent Gandra
Sr. Resource specialist

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