Docusign · 2 months ago
Core+ Support Expert
United States
Full-time
Remote
Entry, Mid Level
2+ years expDocusign is a leader in e-signature and contract lifecycle management, serving over 1.5 million customers worldwide. The Core+ Support Expert role focuses on delivering customer support by resolving technical inquiries and collaborating with various teams to enhance customer experience and product adoption.
Business Process Automation (BPA)Cloud ManagementComputerE-SignatureInformation TechnologySaaSSoftware
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, 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
Qualification
Required
Bachelor of Science degree in Computer Science, Engineering, or related technical discipline
2+ years of SaaS troubleshooting experience in a Technical Support capacity
Experience 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
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
Experience with at least one (1) vertical or subject matter associated with Docusign, signing or agreement products, or similar technology supported or used previously
Preferred
Demonstrated analytical and problem-solving skills, real-time troubleshooting
Effective communication skills, with audiences that include 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 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
Ability to work well within a team environment as well as independently
Docusign organization administration work experience, or similar knowledge
Familiarity with JIRA and Salesforce
Company
Docusign
DocuSign helps small- and medium-sized businesses collect information, automate data workflows, and sign on various devices.
5001-10000 employees
H1B Sponsorship
Docusign has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (361)
2024 (337)
2023 (236)
2022 (249)
2021 (236)
2020 (115)
Funding
Current Stage
Public CompanyTotal Funding
$1.29BKey Investors
Bank of AmericaFounders Circle CapitalGreenspring Associates
2025-05-27Post Ipo Debt· $750M
2018-04-27IPO
2016-10-12Secondary Market
Leadership Team
Allan Thygesen
Chief Executive Officer
Sagnik Nandy
Chief Technology Officer
Recent News
2026-01-11
2026-01-11
2026-01-07
Company data provided by crunchbase