Core+ Support Expert

Company Overview

What You'll Do

The Core+ Support Expert - eSign is the internal voice for our customer base, with accountability and responsibility to deliver on our customers’ needs. This role is the liaison between customers and all functional areas within Docusign to resolve technical support inquiries. Working with resources across Docusign, the Core+ Support Expert expedites the resolution of complex technical issues to empower customers to achieve the highest value and adoption of our software.

This position is an individual contributor role reporting to the Senior Support Service Delivery Manager.

• Support Docusign Intelligent Agreement Management (IAM) and associated services

• Resoluve escalated cases from support channels involving customer-reported issues

• Own customer issues requiring engineering engagement to address technical bugs and influence the development roadmap

• Apply technical product expertise within IAM areas to support customer adoption

• Achieve Docusign Customer Support service level goals in IAM areas

• Utilize support tools and resources, including telephone, Salesforce, Jira, Docusign logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tools

• Query languages to gather and track affected documents to further understand customer impact, a.k.a. documents

• Identify product improvements, bugs, and opportunities to enhance customer experience

• Promote Docusign products and services through consultative discussions

• Partner with non-delivery teams to identify training needs and develop content

• Collaborate with cross-functional teams such as Product, Engineering, and Account Management to ensure alignment

Job Designation

What You Bring

• Bachelor of Science degree in Computer Science, Engineering, or related technical discipline

• 2+ years of SaaS troubleshooting experience in a Technical Support capacity

• Experience modern markup and programming languages such as XML, C#, Python, PHP, JavaScript/jQuery, or similar tools

• Experience with troubleshooting in a web-based environment, including HTTP, JSON, IIS, HTML, and CSS

• Experience with log analysis using network tools such as Wireshark, Fiddler, Charles Proxy, or other browser/developer tools, or something similar

• Proven ability to document steps taken to troubleshoot problems through resolution for explanation with any audience, as well as provide updates when a case/ticket has been reviewed, reassigned, and/or escalated

• Experience with at least one (1) vertical or subject matter associated with Docusign, signing or agreement products, or similar technology supported or used previously

• Demonstrated analytical and problem-solving skills, real-time troubleshooting

• Effective communication skills, with audiences that include customers, peers, and occasional executive presence

• Self-motivated, goal-oriented, with exceptional organizational, writing, and time management skills

• Ability to troubleshoot regular expressions and other complex data validation rules

• Expertise with web-based applications, web service APIs, monitoring tools (e.g., Dynatrace), and authentication technologies such as SAML and OAuth

• Familiarity with structured query languages such as SQL and SOQL

• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers

• Ability to collaborate with co-workers within the organization and beyond to resolve any situation for our customers, provide help as readily as possible, and obtain assistance as needed

• Familiarity with basic Docusign Contract Lifecycle and Agreement Management workflows and methodology

• Speak another language fluently as per the advertised opportunity, Docusign, a.k.a. supported languages

• Professional experience within relevant industries for which Docusign provides solutions

• Abillity to work well within a team environment as well as independently

• Docusign organization administration work experience, or similar knowledge

• Familiarity with JIRA and Salesforce

Life At Docusign

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