• Receives and records incident related information using a variety of tools, techniques and procedures. • Conducts analysis, gathers information (i.e. click steps, logs, screen shots), troubleshoots and resolves or recommends resolutions to moderately complex customer problems. • Uses judgment within defined practices and procedures. • Maintains customer relationships by handling their questions and concerns with speed and professionalism. • Actively contributes to a knowledge base that improves the effectiveness of the team.

• Ensure that customers get the maximum value from and easily use our products and subscriptions • Support customers by responding within the designated service-level agreement to inquiries • Investigate and troubleshoot issues and developing solutions for our customers while understanding their business needs • Exceed customer expectations by providing outstanding customer service and provide regular updates to ensure they are satisfied with our support service • Collaborate with engineers and developers to create innovative solutions for customers, including product fixes • Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain

• Provide outstanding technical support for Docusign eSignature (eSign) and associated services • Handle incoming support channels to troubleshoot customer inquiries, including but not limited to sending, signing, digital signatures, templates, bulk sending, use of the Docusign eSignature web application • Use broad technical product expertise within eSignature areas to help customers increase adoption • Use support tools and resources vital to solving the customer issue, including Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling • Identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to improve the customer experience • Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs • Handle escalated cases from internal channels to resolve issues customers face when using Docusign products • Provide support for internal peers for inquiries on product knowledge and engagement paths • Meet and exceed Docusign Customer Support service level goals for areas of eSign expertise

• Provide day-to-day management for direct reports, ensuring they can be successful in assigned performance objectives. • Setting team goals in alignment with Technical Support objectives, and assisting direct reports in the definition and attainment of individual goals. • Advocating for customers and defining ways to contribute to the customer experience continually. • Key partner to product teams and development teams, collaborating with engineering to resolve core product issues. • Partner with the support operations and delivery teams to identify, monitor, and report trends. • Build, implement, and improve internal reporting and other processes to optimize team productivity. • Serve as the top-line escalation point for high-priority support cases, including overall triage and management. • Deliver strategic projects on a timely basis. • Report metrics and case management updates to the Technical Support Manager and Director. • Speak with customers, if needed, for escalated and urgent inquiries to minimize customer churn. • Provide a 360 loopback to Product and Engineering. • Create & Contribute to the knowledge base & documentation of the resources and processes. • Shared responsibility for Manager On-Call duties as part of a schedule with the other Technical Support Managers. • Proven ability to showcase change and impact on key org-level initiatives. • Learn quickly and adapt to Motive’s process and translate it into their own interactions with the team.