Docusign Technical Support Analyst

DocuSign Technical Support Analyst

Are you passionate about leading people and going above and beyond to deliver an exceptional experience for clients? We are looking for a dynamic and talented DocuSign CLM & eSignature Technical Support Analyst for our Integrated Global Services Automation team located in any of the following cities, including Vancouver, Calgary, Edmonton, or Toronto. You will work with an incredible team to solve complex business problems by using integrated technology and tools.

A Day in the Life:

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.

What You Bring:

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.

What Makes You Extra Awesome:

Certified DocuSign CLM Technical Consultant

Why Work at Long View?

Great people and culture. Recognition programs. Fun is one of our core values. Interesting work – Be part of exciting projects while accessing all the latest technologies. Flexible environment – A workplace that values the importance of flexibility for personal/professional growth, happiness and wellness.

$69,960 - $91,822 a year

Long View's mission of building the best and most sustainable team-driven organization requires dedicated and ambitious people. Through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias, we are fostering an inclusive environment. We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds. Long View is an equal opportunity employer. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know.