About Company
DocuSign (NASDAQ: DOCU) is changing how business gets done by empowering more than a billion users in over 180 countries to sign, send, and manage agreements digitally. As the pioneer and global leader in e-signature, DocuSign offers a secure, legally compliant platform that accelerates transactions, reduces costs, and delights customers and employees. Our Agreement Cloud transforms the entire agreement process, from preparing and signing to acting on and managing agreements. Join a company that values innovation, customer success, and a collaborative, remote-friendly culture.
Job Description
We are seeking a highly motivated and customer-centric Technical Support Specialist to join our remote team, based out of Seattle, Washington. In this critical role, you will be the first line of defense for our customers, providing exceptional technical assistance and troubleshooting for the DocuSign Agreement Cloud platform. This position is perfect for someone passionate about technology, eager to solve complex problems, and dedicated to delivering a superior customer experience from the comfort of their home office. You will play a vital role in ensuring our customers can seamlessly use our products, contributing directly to their success and our reputation as a trusted partner. We foster a collaborative environment where continuous learning is encouraged, and your contributions directly impact our global user base.
Key Responsibilities
- Provide expert-level technical support via phone, email, and chat for DocuSign products and services, diagnosing and resolving customer issues promptly.
- Troubleshoot complex technical problems related to account configuration, document generation, API integrations, system errors, and connectivity issues.
- Document all customer interactions, troubleshooting steps, and resolutions accurately in our CRM system.
- Collaborate with internal teams, including engineering, product development, and sales, to escalate complex issues and ensure timely resolution.
- Contribute to our knowledge base by creating and updating articles, FAQs, and technical documentation.
- Educate customers on product features, best practices, and self-service resources to maximize their DocuSign experience.
- Participate in ongoing training and professional development to stay current with product updates and industry trends.
Required Skills
- 2+ years of experience in a technical support, customer service, or help desk role, preferably in a SaaS or software environment.
- Strong technical aptitude with the ability to quickly learn and understand new software and technologies.
- Excellent problem-solving and analytical skills, with a methodical approach to troubleshooting.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Proficiency with ticketing systems (e.g., Zendesk, Salesforce Service Cloud) and remote support tools.
- Ability to work independently and manage time effectively in a remote work environment.
- A dedicated, quiet home office space with reliable high-speed internet.
Preferred Qualifications
- Experience supporting cloud-based applications or SaaS platforms.
- Familiarity with API concepts, web services, or basic network troubleshooting.
- Associate's or Bachelor's degree in a technical field (Computer Science, IT, etc.) or equivalent practical experience.
- Experience with DocuSign products or other e-signature solutions.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance for you and your family.
- 401(k) retirement plan with company match.
- Generous paid time off, including vacation, sick leave, and holidays.
- Flexible work-from-home schedule and remote work stipend.
- Opportunities for professional growth, training, and career advancement.
- Employee stock purchase program.
How to Apply
Ready to make an impact with a global leader in digital agreements? We encourage all qualified applicants to click on the link below to apply for this exciting opportunity. Please submit your resume and cover letter detailing your relevant experience and why you’d be a great fit for DocuSign’s remote technical support team.