Core Support Expert na Docusign

Remoto - Brazil

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.

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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