Core Support Expert at Docusign

Remote - Brazil

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As a Core Support Expert, you will be a key player in delivering exceptional customer service for Docusign’s products and solutions. You’ll provide front-line support for account access, billing, document workflows, and technical troubleshooting—resolving issues across multiple channels. You’ll advocate for customer needs while partnering cross-functionally to improve service quality and product experience. This role requires strong communication skills, technical fluency, and a deep sense of customer empathy. This position is an individual contributor role reporting to the Manager, Customer Support.

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Requirements

Education

  • High school diploma
  • Bachelor’s degree or equivalent professional training

Experience

  • 2+ years in a customer-facing role (support, hospitality, retail, etc.)
  • Experience in technical customer support for SaaS or web-based applications
  • Experience analyzing logs and using network tools (Fiddler, HAR, developer tools, etc.)

Skills

  • Excellent verbal and written communication skills
  • Self-motivated, collaborative, and detail-oriented with strong time management skills
  • Understanding of internet technologies and browser-based troubleshooting
  • Working knowledge of modern markup and scripting languages (HTML, CSS, JavaScript)
  • Familiarity with Windows and/or macOS operating systems

Languages

  • Fluent in Portuguese and English
  • Multilingual in other supported languages (French, Spanish, German, Japanese, or Italian)

Responsibilities

  • Provide proactive and reactive support to customers, partners, and internal teams
  • Troubleshoot and resolve issues related to Docusign accounts, documents, billing, and access
  • Manage communications with customers across phone, chat, Salesforce, and Jira
  • Use internal tools and proprietary systems to resolve queries and track customer issues
  • Identify bugs and improvement opportunities and advocate for customer experience enhancements
  • Promote Docusign products and services through consultative support conversations
  • Meet or exceed service level targets and support KPIs
  • Serve as a customer advocate by surfacing insights and patterns to internal stakeholders
  • Support internal peers with product knowledge and engagement best practices

Technologies

SalesforceJirasupport ticketing systemsFiddlerHARdeveloper toolsHTMLCSSJavaScriptWindowsmacOS

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