• Providing first-line technical support (through the support platform and remote connection if required) • Provide support by troubleshooting problems and diagnosing and solving hardware or software faults, including procedural documentation and relevant reports if required • Working continuously on a task until completion including escalations and development requests • Responding within agreed time limits to call-outs • Prioritizing and managing many open cases at one time • Open, manage, and follow up until the closure of the RMA process (return merchandise authorization) of damaged material • Constantly improve your performance, meeting the goals assigned by the company and the manager of the department • Guide customers through the CMT Cloud deployment and configuration process • Onboarding and training partners and customers when required • Keep updated on Worldsensing products and solutions • Coordinate the technical services purchased by the customer • Provide technical guidance to sales teams and customers as technical presales point of contact (eg, 3rd party software integrations) • Taking part in new developments and helping the Product team when required • Collaborate with other departments (R&D, Product, Sales, Customer Operations…) on existing and new process deployment when required

• Utilize support tools to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions. • Become a product expert and develop creative solutions and workflows that best meet customer needs. • Influence product changes by submitting bugs to our developers and ensuring resolution of bug fixes. • Champion customer needs by sharing feedback and concerns with internal stakeholders.

- Serve as the primary escalation point for complex Tier 2–3 issues involving platform workflows, integrations, dialer tools, and account configurations. - Respond to high-impact agent, partner, and internal inquiries via Intercom (chat & email) with speed, clarity, and empathy. - Ensure SLA adherence and consistent response quality across active conversations. - Identify patterns in support issues and proactively recommend solutions. **Support Leadership & Enablement** - Act as a day-to-day lead for the support function, helping unblock teammates and setting quality standards. - Review tickets for accuracy, tone, and technical correctness. - Assist with onboarding and ramping new support hires. - Contribute to and refine support macros, workflows, and automations in Intercom. **Technical Troubleshooting** - Diagnose browser-based issues using developer tools, console logs, cookies, network requests, and basic HTML/CSS inspection. - Clearly document bugs, edge cases, and reproduction steps for Engineering. - Partner with Product and QA to validate fixes and communicate resolutions back to users. **Documentation & Process Improvement** - Own and improve internal and external documentation using Notion and Intercom Articles. - Identify gaps in onboarding, help content, and self-service resources. - Help scale support operations by improving workflows, tagging, reporting, and escalation paths. What Success Looks Like - Own and scale technical support operations, including escalations, workflow optimization, and Intercom efficiency. - Improve documentation, onboarding flows, and self-service resources to reduce repeat issues. - Act as a strong technical liaison between Support, QA, and Engineering to improve issue resolution and product feedback loops.

• 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