Docusign

Support Engineer

• Provide outstanding technical support for the Docusign eSignature and associated services
• Handle incoming support channels to troubleshoot customer inquiries, including but not limited to API integrations, embedded systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows
• Use broad technical product expertise within Docusign eSignatures areas to help customers increase adoption
• Identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to improve the customer experience
• Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs
• Meet and exceed Docusign Customer Support service level goals for areas of Docusign eSignature expertise

Technical Support Engineer II – eSign

Payroll

• Process payrolls for (Canada, Egypt & Mexico), ensuring timely and accurate payroll execution
• Review, validate, and reconcile payroll data to ensure accuracy in payments, reporting, and record-keeping
• Audit and verify timekeeping system data for accuracy and compliance with company policies
• Apply or assist with the creation of new pay policies (e.g., holiday pay, on-call pay, overtime, deduction calculations, and withholding exemptions) in accordance with international regulations
• Process equity transactions (RSU, ESPP, etc.) for all countries in accordance with local tax regulations
• Ensure accurate quarter-end and year-end payroll processing, including local tax reconciliation
• Maintain and adhere to internal controls (including SOX) and procedures to ensure compliance, and accurate financial reporting
• Provide exceptional customer service by responding to complex payroll and tax-related inquiries from employees, managers, HR Business Partners (HRBPs), HR Operations, and external vendors
• Identify opportunities for process improvement and standardization within payroll operations
• Draft and maintain clear, detailed Standard Operating Procedures (SOPs) for payroll processes
• Support payroll-related projects and initiatives as assigned
• Support internal and external audits, including providing the required documentation

Payroll Analyst – International

Account Manager

• Owning a portfolio of strategic accounts and renewals in an assigned territory
• Driving customer adoption and value strategies
• Negotiating renewal terms and providing insights to improve outcomes
• Conducting regular business reviews with customers
• Collaborating with internal resources

Strategic Customer Success Account Manager

• Provide outstanding technical support for the Docusign eSignature and associated services
• Handle incoming support channels to troubleshoot customer inquiries, including but not limited to API integrations, embedded systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows
• Use broad technical product expertise within Docusign eSignatures areas to help customers increase adoption
• Use support tools and resources vital to solve the customer issue, including Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling
• Identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to improve the customer experience
• Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs
• Handle escalated cases from internal channels to troubleshoot issues customers face when using Docusign products
• Provide support for internal peers for inquiries on product knowledge and engagement paths
• Meet and exceed Docusign Customer Support service level goals for areas of Docusign eSignature expertise

Technical Support Engineer II – eSign, Fluent Spanish

• Provide advanced technical support for Docusign’s Microsoft integrations, including SharePoint, Power Automate, Dynamics, and Logic Apps
• Manage and resolve escalated support cases related to API usage, embedded workflows, network issues, authentication, and system integrations
• Use technical expertise to increase customer adoption and troubleshoot complex scenarios
• Analyze product logs and network traces using tools such as Wireshark, Fiddler, and browser developer tools
• Utilize tools like Salesforce, Jira, internal admin consoles, and logging systems to track and resolve support cases
• Identify product defects and suggest improvements to enhance Microsoft-related customer workflows
• Promote Docusign solutions through consultative dialogue and understanding of support needs
• Meet or exceed service level goals specific to the Microsoft integration support domain

Technical Support Engineer

• Provide outstanding technical support for Docusign eSignature (eSign) and associated services
• Handle incoming support channels to troubleshoot customer inquiries, including but not limited to sending, signing, digital signatures, templates, bulk sending, use of the Docusign eSignature web application
• Use broad technical product expertise within eSignature areas to help customers increase adoption
• Use support tools and resources vital to solving the customer issue, including Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling
• Identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to improve the customer experience
• Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs
• Handle escalated cases from internal channels to resolve issues customers face when using Docusign products
• Provide support for internal peers for inquiries on product knowledge and engagement paths
• Meet and exceed Docusign Customer Support service level goals for areas of eSign expertise

Product Specialist

• Deliver on-time and on-budget collaborative engagements to our customers that provide continuous improvement via impactful solutions which result in highly referenceable accounts enabling strong adoption, renewal and upsell
• Plan, organize and manage all tasks, project decisions, escalations, and prioritizations of an engagement to ensure customer satisfaction, including developing technical solutions to address client needs and tracking to long term customer objectives, success criteria and milestones
• Build strong relationships with customer admins and Center of Excellence, acting as a trusted expert consultant on how to leverage the SpringCM CLM platform across their business using best practices
• Collaborate with Docusign teams to proactively uncover additional customer needs and support documenting client requirements and expectations
• Meet all Professional Services team success criteria including utilization target, customer satisfaction score and financial requirements

Senior Product Consultant

Account Executive

• Drive success of the company’s goals and objectives by achieving individual sales quotas
• Build and manage a sales pipeline through prospecting efforts into a geographic territory or within the core verticals
• Develop and deliver customized sales presentations and product demonstrations, by phone and via online demo
• Develop and negotiate enterprise-level proposals and contracts
• Forecast sales activity and revenue achievements accurately through proper use of sales tools
• Collaborate effectively and engage various pre- and post-sales resources including sales development representatives, market development representatives, solutions engineers, account managers, partner account managers, as well as legal, security, professional services and customer support
• Travel as necessary, typically 25%

Account Executive, Public Sector – New England State & Local

• Achieve and exceed individual sales quotas to drive company goals and objectives
• Build and manage a robust sales pipeline through both self-generated prospecting and collaboration with MDRs
• Develop and deliver tailored sales presentations and proposals via phone, online demos, and in-person meetings
• Negotiate and close complex enterprise-level contracts
• Maintain accurate forecasts of sales activity and revenue through effective use of sales tools
• Collaborate with pre- and post-sales teams, including Solutions Engineers, Account Managers, Partner Account Managers, Legal, Security, Professional Services, and Customer Support

Account Executive, Public Sector – Medium Government

Customer Success Manager

• Work at scale, to increase overall client satisfaction with Docusign measured through Net Promoter Score, customer engagement with the platform, and retention
• Keep on top of a queue of incoming tasks while understanding how to prioritise
• Collaborate with internal teams to respond to customer communications
• Provide insightful answers and clear SLAs, if necessary, open a support case or escalate internally any existing technical issues or account concerns
• Partner with internal teams to recommend the most efficient way for customers to exceed their goals using the Docusign platform
• Be a voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer success, and operations

Customer Success Advisor

Consultant

• Deliver a best-in-class customer onboarding experience
• Drive the onboarding engagement from kick-off to project completion
• Discover customer needs and tailor solutions
• Manage time effectively and prioritize workloads
• Complete customer-facing work through calls and emails
• Track and meet expectations around customer utilization targets

Onboarding Consultant, English and Spanish

Security Engineer

• Play a critical role in protecting Docusign’s products and customers by spearheading offensive security testing initiatives
• Drive penetration tests, conduct red team exercises, mentor team members, and perform security research
• Provide clear technical guidance and direction to the team
• Mentor team members, imparting advanced offensive security skills and knowledge
• Oversee the planning and execution of offensive security projects
• Identify and direct areas for security investigation in coordination with the director and other leads
• Serve as a key subject matter expert and point of contact for stakeholders, assisting with vulnerability impact analysis and defining remediation strategies
• Work closely with the Product Security Incident Response Team (PSIRT) and engineering teams to analyze and drive the resolution of product security issue
• Maintain professional and responsive communication with all stakeholders throughout the security evaluation lifecycle
• Message key threats to the business to relevant stakeholders
• Collaborate effectively with cross-functional groups, including Threat Intelligence and PSIRT, to continuously strengthen the overall product security posture

Lead Security Engineer

• Protect Docusign’s products and customers by engaging in penetration testing and vulnerability research
• Conduct security assessments to identify weaknesses and propose remedial actions
• Work with PSIRT and engineering teams to resolve security issues
• Manage incident communications and evaluations with stakeholders
• Mentor other engineers on security practices

Senior Security Engineer

Manager

• Act as Incident Commander for all security issues across the enterprise
• Lead the incident response team in identifying, analyzing, and resolving cybersecurity incidents
• Coordinate with stakeholders for timely and effective resolution
• Develop and maintain incident response plans, playbooks, and SOPs
• Manage on-call rotation
• Communicate clearly with senior management and external stakeholders during and post-incident
• Prepare detailed incident reports with post-incident analysis and recommendations
• Collaborate with other cybersecurity teams to improve detection rules, refine security policies, and enhance overall security posture
• Analyze security monitoring alerts and respond to cybersecurity incidents
• Serve as a subject matter expert who defines visibility and response requirements
• Perform forensic analysis on data and endpoints
• Lead complex investigations into advanced cyber threats, including malware outbreaks, targeted attacks, and persistent threats
• Conduct thorough investigations to determine root cause and impact of incidents
• Use threat intelligence and advanced analytics to identify and address potential threats
• Implement and oversee remediation measures to prevent recurrence
• Hunt for hidden threats within enterprise networks proactively using threat intelligence and behavioral analytics
• Partner with Detection Engineering to refine threat detection rules to improve SOC visibility
• Create automation solutions for expedient response and effective detection
• Automate incident and remediation reports, leveraging AI where possible
• Drive a culture of continuous improvement
• Perform root cause analysis on security incidents and recommend improvements to security controls
• Stay updated on industry best practices and evolving attack techniques to ensure effective defenses

Senior Manager, CSIRT

Program Manager

• Develop and implement quality assurance standards and processes to ensure a consistent and high-quality customer experience
• Monitor the performance of the quality assurance program, provide insight to support leadership on trends, issues, and risks
• Prepare and conduct regular programmatic reviews and reporting
• Administer quality assurance tool (Qualtrics) and reporting
• Facilitate quality assessment calibration sessions with internal and vendor stakeholders with assessment/audit responsibility
• Assess and provide recommendations on front line policies and procedures
• Investigate systemic issues uncovered by quality audits, perform root cause analysis, and participate in resolution of these issues in partnership with support delivery management
• Conduct audits of completed quality assessments to ensure the consistency of the quality assurance program and provide actionable recommendations
• Collaborate with cross-functional teams to develop and roll out new initiatives aimed at improving customer satisfaction and support efficiency
• Track the success of implemented programs and continuously optimize them based on feedback and performance data

Technical Support Engineer II – eSign

Payroll Analyst – International

Strategic Customer Success Account Manager

Technical Support Engineer II – eSign, Fluent Spanish

Technical Support Engineer

Technical Support Engineer II – eSign

Senior Product Consultant

Account Executive, Public Sector – New England State & Local

Account Executive, Public Sector – Medium Government

Customer Success Advisor

Onboarding Consultant, English and Spanish

Lead Security Engineer

Senior Security Engineer

Senior Manager, CSIRT

Senior Quality Program Analyst