OverviewJoin to apply for the Core+ Support Expert role at Docusign1 day ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.Company OverviewDocusign 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 doThe 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.ResponsibilitySupport Docusign Intelligent Agreement Management (IAM) and associated servicesResolve escalated cases from support channels involving customer-reported issuesOwn customer issues requiring engineering engagement to address technical bugs and influence the development roadmapApply technical product expertise within IAM areas to support customer adoptionAchieve Docusign Customer Support service level goals in IAM areasUtilize support tools and resources, including telephone, Salesforce, Jira, Docusign logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis toolsQuery languages to gather and track affected documents to further understand customer impact, a.k.a. documentsIdentify product improvements, bugs, and opportunities to enhance customer experiencePromote Docusign products and services through consultative discussionsPartner with non-delivery teams to identify training needs and develop contentCollaborate with cross-functional teams such as Product, Engineering, and Account Management to ensure alignmentJob DesignationRemote: 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 bringBasicBachelor of Science degree in Computer Science, Engineering, or related technical discipline2+ years of SaaS troubleshooting experience in a Technical Support capacityExperience modern markup and programming languages such as XML, C#, Python, PHP, JavaScript/jQuery, or similar toolsExperience with troubleshooting in a web-based environment, including HTTP, JSON, IIS, HTML, and CSSExperience with log analysis using network tools such as Wireshark, Fiddler, Charles Proxy, or other browser/developer tools, or something similarProven 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 escalatedExperience with at least one (1) vertical or subject matter associated with Docusign, signing or agreement products, or similar technology supported or used previouslyPreferredDemonstrated analytical and problem-solving skills, real-time troubleshootingEffective communication skills, with audiences that include customers, peers, and occasional executive presenceSelf-motivated, goal-oriented, with exceptional organizational, writing, and time management skillsAbility to troubleshoot regular expressions and other complex data validation rulesExpertise with web-based applications, web service APIs, monitoring tools (e.g., Dynatrace), and authentication technologies such as SAML and OAuthFamiliarity with structured query languages such as SQL and SOQLAbility to maintain composure in critical situations and communicate clearly with both internal and external customersAbility 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 neededFamiliarity with basic Docusign Contract Lifecycle and Agreement Management workflows and methodologySpeak another language fluently as per the advertised opportunity, Docusign, a.k.a. supported languagesProfessional experience within relevant industries for which Docusign provides solutionsAbillity to work well within a team environment as well as independentlyDocusign organization administration work experience, or similar knowledgeFamiliarity with JIRA and SalesforceLife at DocusignWorking hereDocusign 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.AccommodationDocusign 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 accommodations@docusign.com.If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.Applicant and Candidate Privacy NoticeSeniority levelEntry levelEmployment typeFull-timeJob functionOtherIndustriesSoftware DevelopmentReferrals increase your chances of interviewing at Docusign by 2xWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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