Advisor Portal & DocuSign Support Engineer

Jobtailor; Lehi (UT); On-site; USD 60,000 - 80,000; Full time

Job summary

Jobtailor is seeking a proactive Technical Support Specialist to assist advisors with Advisor Portal questions, workflows, and client-impacting issues. You will respond across phone, email, chat, Salesforce cases, and scheduled consultations to resolve problems efficiently.

In this role you will troubleshoot proposals, onboarding, DocuSign workflows, and other Advisor Portal features; analyze root causes, document solutions, and share best practices with cross-functional teams.

Qualifications

• Bachelor's degree in Business, Finance, Technology, or related field preferred.
• Minimum 2 years of experience in technical support or financial technology, client service, operations, onboarding, or client success.
• Strong technical curiosity to learn Advisor Portal, DocuSign workflows, and related systems.
• Experience researching, troubleshooting, and resolving platform or workflow issues.
• Experience with SaaS platforms, financial technology, CRM systems, or operational workflows are preferred.
• Experience with Salesforce, case management tools, DocuSign, or similar support platforms is preferred.
• Ability to follow complex workflows, identify gaps, and explain issues clearly.
• Strong problem solving and adaptability in ambiguous situations.
• Ability to translate technical concepts into clear guidance for advisors, clients, and internal partners.
• Attention to detail and accuracy in client-facing workflows.
• Clear verbal and written communication; able to collaborate across teams.

Responsibilities

• Serve as a technical support resource for Advisor Portal questions, workflows, and client-impacting issues.
• Respond to Advisor Portal inquiries across phone, email, chat, Salesforce cases, and scheduled consultations.
• Troubleshoot issues related to proposals, new account opening, account maintenance, client onboarding, trading workflows, and other Advisor Portal functionality.
• Support DocuSign related workflows within Advisor Portal, including document generation, envelope routing, signing order questions, advisor and client signing experiences, and troubleshooting related errors.
• Analyze technical issues, configuration questions, workflow discrepancies, and user reported concerns.
• Provide clear guidance to advisors, internal service teams, onboarding teams, and other business partners.
• Follow established training, documentation, procedures, and escalation paths to support consistent resolutions.
• Collaborate with Product Management, Development, Service, Onboarding, Operations, and other internal teams on defects, enhancements, workflow changes, and client impacting issues.
• Act as escalation support for Advisor Portal cases as knowledge and experience grow.
• Document troubleshooting steps, technical findings, workflow guidance, and best practices.
• Help improve Advisor Portal enablement, internal documentation, training resources, and support processes.
• Mentor and support peers over time through shadowing, coaching, and knowledge sharing.

Skills

Communication skills

Problem solving

Attention to detail

Relationship building

Ownership

Education

Bachelor's degree in Business, Finance, Technology, or related field

Tools

Salesforce

DocuSign

Advisor Portal

Case Management Tools

Job description

Jobtailor is seeking a proactive Technical Support Specialist to assist advisors with Advisor Portal questions, workflows, and client-impacting issues. You will respond across phone, email, chat, Salesforce cases, and scheduled consultations to resolve problems efficiently.

In this role you will troubleshoot proposals, onboarding, DocuSign workflows, and other Advisor Portal features; analyze root causes, document solutions, and share best practices with cross-functional teams.