Client Support Analyst
Numerix
VoIP
Technical Support Engineer II – German Speaking
Docusign
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇮🇪 Ireland
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
JavaScriptjQueryPHPPythonSQL
About the role
- Provide outstanding technical support for the Docusign Intelligent Agreement Management (IAM) and associated services
- Handle incoming support channels to resolve 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 IAM 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, bugs and 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 critical 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 IAM expertise
Requirements
- Fluent in English and German
- Bachelor of Science degree in a Computer Science, Engineering, or related technical subject area
- 2+ years of SaaS troubleshooting experience in a Technical Support capacity
- Experience with modern markup and programming languages such as XML, C#, Python, PHP, JavaScript, jQuery, or similar
- Experience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS
- Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
- Salesforce administration work experience
- Experience with Microsoft, Dynamics and/or SharePoint domain administrator
Benefits
- Accommodation
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
API integrationsembedded systemsnetwork securitySQLXMLC#PythonPHPJavaScriptHTML
Soft skills
technical supportcustomer serviceconsultative discussionproblem-solvingcommunicationcollaborationcustomer experience improvementproduct knowledgeengagementadaptability