Senior Technical Support Engineer

Location: Tokyo, Japan

Department: Customer Success, Consulting & Support

Work Mode: Remote

About the Role

DocuSign brings agreements to life, empowering over 1.5 million customers and a billion people across 180 countries with intelligent agreement management, e-signature, and contract lifecycle management (CLM) solutions. As a Senior Technical Support Engineer in our Customer Success, Consulting & Support team, you'll resolve complex technical challenges for Japanese business clients while serving as a vital advocate, channeling feedback to fuel product innovation. Reporting to the Technical Support Manager in this remote individual contributor role, you'll maximize the value of DocuSign's Agreement Cloud (DAC) and Intelligent Agreement Management (IAM) platforms, ensuring seamless e-signature integrations and CLM workflows that accelerate business growth. Your days will involve owning escalated technical issues—from API integrations and network troubleshooting to security configurations—using tools like Salesforce, Jira, DocuSign logging systems, and browser developer tools. You'll collaborate closely with Engineering, Product, and Account Management teams to escalate bugs, influence the roadmap, and deliver rapid resolutions, all while communicating fluently in Japanese and English. As a mentor, you'll enhance team knowledge through documentation, FAQs, and consultative promotions of DocuSign's innovative solutions, exceeding support goals and adapting to dynamic client needs. At DocuSign, our innovation culture thrives on trust, equality, and making the world more agreeable. We seek self-motivated engineers with 3+ years of SaaS support experience in Japan, deep web troubleshooting skills, and a passion for e-signature and CLM technologies. Join us to feel deep pride in transformative work, supported by comprehensive benefits, remote flexibility, and opportunities to grow within a global leader in intelligent agreement management.

Key Responsibilities

• Provide exceptional technical support for DocuSign Agreement Cloud (DAC), Intelligent Agreement Management (IAM), e-signature, and associated services
• Handle customer inquiries focused on technical challenges like API integrations, network issues, and security, delivering complete solutions through collaboration
• Utilize tools including Salesforce, Jira, DocuSign logging systems, SharePoint, browser developer tools, and internal admin consoles to resolve issues
• Own escalated cases requiring engineering engagement to address bugs and influence the DocuSign product roadmap
• Manage internal escalations and troubleshoot issues customers face with DocuSign e-signature and CLM products
• Communicate effectively in English and Japanese, mentoring team members and improving internal/external documentation
• Collaborate with Product, Engineering, and Account Management teams to align on customer needs and drive innovation
• Promote DocuSign products through consultative discussions and exceed Customer Support goals for DAC expertise
• Channel customer feedback as an internal advocate to enhance intelligent agreement management capabilities
• Adapt flexibly to dynamic situations, supporting client business growth and maximizing DocuSign solution value

Required Qualifications

• Bachelor of Science degree in Computer Science, Engineering, or related technical discipline
• 3+ years of SaaS troubleshooting experience in a Technical Support capacity within the Japanese business domain
• Understanding of modern markup and programming languages such as XML, Python, PHP, JavaScript/jQuery, or similar
• Experience troubleshooting in web-based environments including HTTP, JSON, IIS, HTML, and CSS
• Proven experience developing and enhancing technical documentation, including FAQs, knowledge base articles, and troubleshooting guides
• Native Japanese speaker with excellent written and verbal English communication skills
• Ability to own and resolve complex customer issues through collaboration with engineering teams

Preferred Qualifications

• Deep expertise in DocuSign technologies, including Subject Matter Expert status in DocuSign CLM workflows and architecture
• Log analysis experience using tools like Wireshark, Fiddler, Charles Proxy, or browser developer tools
• Salesforce administration experience and foundational knowledge of SQL and SOQL
• Proficiency with authentication technologies like SAML and oAuth, plus monitoring tools such as Dynatrace
• Experience as Microsoft Dynamics or SharePoint domain administrator
• Ability to troubleshoot complex data validation rules, including regular expressions

Required Skills

• SaaS troubleshooting in web environments
• Programming knowledge (XML, Python, PHP, JavaScript/jQuery)
• Web technologies (HTTP, JSON, IIS, HTML, CSS)
• Technical documentation development
• API integration and network analysis
• Log analysis with Wireshark, Fiddler, or similar tools
• Salesforce administration and SOQL/SQL
• Authentication protocols (SAML, oAuth)
• DocuSign CLM workflows and e-signature expertise
• Cross-functional collaboration with engineering and product teams
• Excellent time management and organizational skills
• Superior communication and composure in high-pressure situations
• Self-motivation and adaptability to new technologies
• Japanese native fluency with strong English proficiency
• Problem-solving and mentoring abilities
• Data validation troubleshooting (regex)

Benefits

• Competitive salary and performance-based incentives
• Comprehensive health, dental, and vision insurance
• 401(k) retirement savings plan with company match
• Flexible remote work policy with home office stipend
• Generous paid time off, including vacation, sick leave, and parental leave
• Professional development stipend for certifications and training
• Employee stock purchase plan and equity grants
• Wellness programs, mental health support, and fitness reimbursements
• Global volunteer time off and community impact initiatives

DocuSign is an Equal Opportunity Employer.