Long View Systems

Technical Support Analyst

Long View Systems

full-time

Posted on:

Location Type: Hybrid

Location: Dallas • Texas • 🇺🇸 United States

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Salary

💰 CA$74,240 - CA$97,440 per year

Job Level

JuniorMid-Level

Tech Stack

JavaScriptjQueryPHPPythonSQL

About the role

  • Diagnose and resolve technical issues reported by users regarding DocuSign CLM and eSignature, including integration problems
  • Investigate and resolve issues related to document signing, user access, and integration workflows
  • Escalate complex issues to higher-level support or engineering teams when necessary
  • Improve the integration between DocuSign CLM and eSignature, including how documents are checked out, signed, and checked back in
  • Assist users with setting up and configuring the integration, ensuring proper workflows
  • Troubleshoot issues related to the integration, such as document uploads, signature requests, and data transfer
  • Provide technical support to users, answering questions and providing guidance on using DocuSign CLM and eSignature
  • Document solutions and best practices for common issues, creating knowledge base articles
  • Communicate effectively with users, both verbally and in writing, to ensure a positive support experience
  • Monitor system performance and identify potential issues proactively
  • Participate in system maintenance activities, such as upgrades and patches
  • Stay up-to-date with the latest DocuSign CLM and eSignature features and functionalities
  • Contribute to the creation and maintenance of the DocuSign CLM and eSignature knowledge base
  • Ensure that documentation is accurate, up-to-date, and easily accessible to users
  • Work closely with other support teams, product managers, and engineers to ensure a seamless user experience
  • Collaborate with sales and customer success teams to resolve issues and improve customer satisfaction

Requirements

  • 2+ years’ experience supporting DocuSign CLM & eSignature and related products
  • Understanding of 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
  • Self-motivated, goal-oriented, excellent interpersonal skills and outstanding time management skills
  • Subject Matter Expert for at least one vertical across DocuSign technologies
  • Effective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presence
  • Ability to troubleshoot regular expressions and other complex data validation rules
  • Possesses a deep understanding of DocuSign User Models
  • 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 peers across the organization without friction
  • Familiarity with DocuSign Contract Lifecycle Management workflows and architecture
  • Professional experience within relevant industries for which DocuSign provides solutions
Benefits
  • Medical
  • Accident Insurance
  • Critical Illness Insurance
  • Dental
  • Vision
  • Health Savings Account (HSA) (LVS contributes $500 per plan year)
  • Flexible Spending Account (FSA)
  • Short-term Disability
  • Long-term Disability
  • Life Insurance
  • Accidental Death & Dismemberment
  • Voluntary Life and Accidental Death & Dismemberment
  • Retirement Savings 401(k) (LVS contributes 5% of previous year’s W2 earnings) and ROTH
  • Discount Program
  • Employee Assistance Program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
DocuSign CLMDocuSign eSignatureXMLC#PythonPHPJavaScriptHTMLCSSSQL
Soft skills
interpersonal skillstime managementeffective communicationself-motivatedgoal-orientedcollaborationproblem-solvingcustomer satisfactioncomposure in critical situationssubject matter expertise