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Senior Technical Support Specialist
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We are seeking a highly skilled Senior Technical Support Specialist to join our team at DocuSign, Inc. As a key member of our Technical Support organization, you will play a critical role in providing exceptional technical support to our customers, ensuring their success with our products and services.
Key Responsibilities- Technical Support: Provide outstanding technical support to customers, troubleshooting complex issues related to API integrations, network and security challenges, and multi-product workflows.
- Escalation Management: Manage and troubleshoot escalated cases, working closely with customers and internal teams to resolve issues efficiently.
- Product Expertise: Demonstrate broad technical expertise in Docusign products and services, identifying opportunities for product improvements and bug fixes to enhance the customer experience.
- Collaboration: Collaborate with cross-functional teams, including Product, Engineering, Customer Success, and Account Management, to ensure alignment on plans and goals.
- Service Level Goals: Meet and exceed Docusign Customer Support service level goals, ensuring timely and effective resolution of customer issues.
- Education: Bachelor of Science degree in a Computer Science, Engineering, or related technical subject area.
- Experience: 5+ years of SaaS network troubleshooting experience in a Technical Support and/or Network Operations Center (NOC) capacity.
- Technical Skills: Experience troubleshooting in a web-based environment, including HTTP, JSON, IIS, HTML, and CSS. Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools, or similar.
- Microsoft Certifications: Microsoft certifications are a plus.
- Domain Expertise: Ability to maintain composure in critical situations and communicate clearly with both internal and external customers.
At DocuSign, we are committed to building trust and making the world more agreeable for our employees, customers, and the communities in which we live and work. We value diversity, equity, and inclusion, and strive to create a workplace where everyone feels welcome and empowered to succeed.
