Job Description:
• Provide outstanding technical support for Docusign eSignature (eSign) and associated services
• Handle incoming support channels to troubleshoot customer inquiries, including but not limited to sending, signing, digital signatures, templates, bulk sending, use of the Docusign eSignature web application
• Use broad technical product expertise within eSignature areas to help customers increase adoption
• Use support tools and resources vital to solving the customer issue, including Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling
• Identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to improve the customer experience
• Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs
• Handle escalated cases from internal channels to resolve issues customers face when using Docusign products
• Provide support for internal peers for inquiries on product knowledge and engagement paths
• Meet and exceed Docusign Customer Support service level goals for areas of eSign expertise
Requirements:
• Bachelor of Science degree in a Computer Science, Engineering, or related technical subject area
• 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
• 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
• Salesforce administration work experience
• Fluent in English
Benefits:
• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Remote work options
Apply Now
Apply Now