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).

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 reporting to the Senior Support Service Delivery Manager

Responsibility:

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

• Resolution of escalated cases from support channels involving customer-reported issues

• Ownership of customer issues requiring engineering engagement to address technical bugs and influence the development roadmap

• Application of technical product expertise within IAM areas to support customer adoption

• Achievement of Docusign Customer Support service level goals in IAM areas

• Utilization of 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

• Identification of product improvements, bugs, and opportunities to enhance customer experience

• Promotion of Docusign products and services through consultative discussions

• Partnership with non-delivery teams to identify training needs and develop content

• Collaboration with cross-functional teams such as Product, Engineering, and Account Management to ensure alignment

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.

Basic:

• Bachelor of Science degree in Computer Science, Engineering, or related technical discipline
• 2+ years of SaaS troubleshooting experience in a Technical Support capacity
• An understanding of modern markup and programming languages such as XML, C#, Python, PHP, JavaScript/jQuery, or similar tools
• An experience with troubleshooting in a web-based environment, including HTTP, JSON, IIS, HTML, and CSS
• A proficiency with log analysis using network tools such as Wireshark, Fiddler, Charles Proxy, or other browser/developer tools, or something similar
• Self-motivated, goal-oriented, with exceptional organizational, writing, and time management skills
• Proven 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 escalated
• 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

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, Docusign, a.k.a. 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

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $X/hour - $X/hour or $X - $X base salary

Illinois, Colorado, Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary

Washington DC: $X/hour - $X/hour or $X - $X base salary

Ohio: $X/hour - $X/hour or $X - $X base salary 

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

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

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

EEO Know Your Rights poster