DocuSign
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).
Responsibilities
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
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
Qualifications 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 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
Proven ability to document steps taken to troubleshoot problems through resolution for explanation with any audience
Experience with at least one vertical or subject matter associated with Docusign, signing or agreement products, or similar technology
Preferred
Demonstrated analytical and problem-solving skills, real-time troubleshooting
Effective communication skills with 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 SQL and SOQL
Ability to maintain composure in critical situations and communicate clearly with internal and external customers
Ability to collaborate with teammates and other units to resolve customer situations and obtain needed assistance
Familiarity with basic Docusign Contract Lifecycle and Agreement Management workflows and methodology
Ability to speak another language fluently according to the advertised opportunity
Professional experience within relevant industries for which Docusign provides solutions
Ability to work well within a team or independently
Familiarity with Jira and Salesforce
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 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 Notice
#LI-Remote
#J-18808-Ljbffr
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).
Responsibilities
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
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
Qualifications 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 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
Proven ability to document steps taken to troubleshoot problems through resolution for explanation with any audience
Experience with at least one vertical or subject matter associated with Docusign, signing or agreement products, or similar technology
Preferred
Demonstrated analytical and problem-solving skills, real-time troubleshooting
Effective communication skills with 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 SQL and SOQL
Ability to maintain composure in critical situations and communicate clearly with internal and external customers
Ability to collaborate with teammates and other units to resolve customer situations and obtain needed assistance
Familiarity with basic Docusign Contract Lifecycle and Agreement Management workflows and methodology
Ability to speak another language fluently according to the advertised opportunity
Professional experience within relevant industries for which Docusign provides solutions
Ability to work well within a team or independently
Familiarity with Jira and Salesforce
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 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 Notice
#LI-Remote
#J-18808-Ljbffr