External Identity Support Analyst providing advanced technical support for identity platforms. Ensuring stable and secure identity services across Managed Solution Support portfolio in a collaborative environment.
About the role
- Technical Support Analyst for DocuSign CLM & eSignature at Long View, solving complex problems using integrated technology and tools. Part of the Integrated Global Services Automation team.
Responsibilities
- 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
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