Core+ Support Expert

DocuSign

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

What you bring

Basic 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

Preferred

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