**About Us**
Deliver a competitive advantage for your brand with deeper customer connections in the moments that matter.
**Job Summary**
**Objective**
The Core+ API Customer Support Expert is the first line of defense to educate, solve the problems of, and delight our customers.
This position requires technical acumen, customer focus, and a personable, professional, and collaborative style to solve a range of issues from product troubleshooting to billing.
**Primary Job Responsibilities**
**Requirements**:
- **Fluent in verbal and written English, High Proficiency level.
(85 %>) (must)**:
- **Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline, or an equivalent combination of education or experience.
(Must)**:
- **1 year of SaaS troubleshooting experience in a Technical Support capacity, with one year as a developer OR 2+ years as a Software Engineer/Software Test Engineer.
**(Must)**:
- **1 year of experience with Internet technologies including REST APIs, JSON, XML, SOAP, **PubSub** architecture, and software technologies including.NET (in using and debugging).
**(Must)**:
- **Proficient in one or more coding languages including Python, Ruby, JavaScript, C#, PHP, Node.JS, and Java (in using and debugging).
**(Must)****:
- Demonstrated ability to troubleshoot and triage complex, code-related technical issues
- Understanding of log analysis using network tools such as Fiddler, HAR Analyzer, browser developer tools or similar
- Basic experience in troubleshooting performance & network related issues.
- Experience using GitHub to host code samples
- Previous customer-facing role experience with IT topics (ie.
customer support, SaaS troubleshooting experience in a Technical Support capacity, etc...)
- Self-motivated, goal-oriented, excellent organizational skills and superior time management skills
- Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
- Ability to collaborate with peers across the organization without friction
- Demonstrated customer service skills to be able to solve customer service issues both technical and account-related
**Responsibilities**
- Deliver proactive and reactive support for customers, partners, and DocuSign internal teams to resolve issues, address subscription inquiries, and complete technical tasks, assisting and facilitating communication between DocuSign and the customers
- Provides exceptional technical support for DocuSign products and associated services
- Handles incoming support channels to troubleshoot customers' inquiries and issues customers face when using DocuSign products, including account access, setup, documents workflows, billing, etc...
- Utilizes support tools and resources necessary to solve customers' issues and queries, including telephone, chat, Salesforce, Jira, DocuSign proprietary systems, G-Suite, browser developer tools, internal admin console, SQL, and text analysis tooling.
- Proactively identifies improvements to the product, identifies bugs, and otherwise discovers high-impact opportunities to enhance the customer experience
- Promotes DocuSign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs
- From time to time manages non complex escalated cases from internal channels to troubleshoot issues customers face when using DocuSign products.
- Provides support for internal peers for inquiries on product knowledge and engagement paths.
Meets and exceeds DocuSign Customer Support service level goals for areas of product expertise.
**Skills/Knowledge/Abilities**
**Education**
Associates
High school diploma or equivalent