Support Analyst

Docusign; São Paulo; Teletrabalho; USD 30.000 - 50.000; Tempo integral

Resumo da oferta

A leading technology company is looking for a Technical Support Engineer specializing in Microsoft services. The ideal candidate will support complex Microsoft integrations, ensuring customer success with Docusign's solutions. This remote role offers the chance to work with a dynamic team committed to delivering exceptional service and innovative solutions.

Qualificações

• 3+ years of experience in SaaS technical support or NOC roles.
• Hands-on experience with Microsoft SharePoint, Power Automate, Dynamics.
• Experience troubleshooting in web-based environments (HTTP, JSON, HTML, CSS).

Responsabilidades

• Provide advanced technical support for Docusign’s Microsoft integrations.
• Manage and resolve escalated support cases related to API usage.
• Use technical expertise to increase customer adoption and troubleshoot complex scenarios.

Conhecimentos

SaaS Technical Support

Troubleshooting

Communication Skills

API Knowledge

Log Analysis

Formação académica

Bachelor’s degree in Computer Science, Engineering, or related field

Ferramentas

Salesforce

Jira

Wireshark

Fiddler

Descrição da oferta de emprego

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Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

As a Technical Support Engineer specializing in Microsoft services, you will act as a trusted advisor to customers while serving as a technical escalation point for complex issues related to Docusign’s Microsoft integrations. You will provide exceptional support across APIs, network environments, and web-based workflows, helping customers maximize adoption and performance. You’ll collaborate cross-functionally with Engineering, Product, and Support teams to solve problems and advocate for product improvements that enhance customer experience. This role is part of our global Customer Success team and plays a critical role in ensuring service excellence and operational efficiency.

This position is an individual contributor reporting to a Technical Support Manager

Responsibilities

• Provide advanced technical support for Docusign’s Microsoft integrations, including SharePoint, Power Automate, Dynamics, and Logic Apps
• Manage and resolve escalated support cases related to API usage, embedded workflows, network issues, authentication, and system integrations
• Use technical expertise to increase customer adoption and troubleshoot complex scenarios
• Analyze product logs and network traces using tools such as Wireshark, Fiddler, and browser developer tools
• Utilize tools like Salesforce, Jira, internal admin consoles, and logging systems to track and resolve support cases
• Identify product defects and suggest improvements to enhance Microsoft-related customer workflows
• Promote Docusign solutions through consultative dialogue and understanding of support needs
• Meet or exceed service level goals specific to the Microsoft integration support domain
  
  

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic

• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline
• 3+ years of experience in SaaS technical support or NOC roles
• Experience troubleshooting in web-based environments (HTTP, JSON, HTML, CSS, IIS)
• Hands-on experience with Microsoft SharePoint (on-prem and SaaS), Power Automate, Dynamics, and Logic Apps
• Experience with Windows PowerShell scripting
• Prior experience in Microsoft system administration
• Strong communication skills across technical and non-technical audiences
• Experience with log analysis tools such as Wireshark, Fiddler, or Charles Proxy
• Self-motivated and goal-oriented with excellent organizational and time management skills
  
  

Preferred

• 1+ years as a Support Expert for Docusign or similar technologies
• Experience supporting embedded signing, On-Demand Signature Service, or Docusign Central
• Familiarity with Docusign CLM workflows and architecture
• Mastery of regular expressions, code debugging, and complex data validation
• Experience with REST and SOAP APIs, SDKs, and authentication (SAML, OAuth)
• Prior use of Dynatrace or similar monitoring tools
• Experience with internal logging tools and backend troubleshooting
• Microsoft certifications or equivalent industry credentials
• Professional experience in a relevant vertical supported by Docusign
  
  

Life at Docusign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at [e-mail].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [e-mail] for assistance.

Applicant and Candidate Privacy Notice

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Software Development

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