Support Analyst

Company Overview
Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people's lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign's Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

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 Manager, Technical Support.

Responsibility

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

Remote:
Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

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 with 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
• Experience in documenting steps taken to troubleshoot problems through resolution for explanation with any audience, as well as providing updates when a case/ticket has been reviewed, reassigned, and/or escalated

Preferred

• 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, a.k.a. Docusign supported languages
• Professional experience within relevant industries for which Docusign provides solutions
• Can work well within a team environment as well as independently
• Docusign organization administration work experience, or similar knowledge
• Familiarity with JIRA and Salesforce
• Self-motivated, goal-oriented, with exceptional organizational, writing, and time management skills
• Demonstrated analytical and problem-solving skills, real-time troubleshooting
• Familiarity with at least one (1) vertical or subject matter associated with Docusign, signing or agreement products, or similar technology supported or used previously
• Effective communication skills are a key component of this role, with audiences that include customers, peers, and occasional executive presence

Life at Docusign

Working here
Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what's right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you'll be loved by us, our customers, and the world in which we live.

Accommodation
Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at for assistance.

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