- 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

• Own and manage incoming customer support tickets end-to-end • Investigate, troubleshoot, and resolve issues with a focus on first-level resolution • Prioritize tickets based on severity, impact, and SLAs • Develop deep product knowledge to support customers effectively • Troubleshoot issues including: detection models, alerts, and case management workflows • Document findings and escalate issues to Engineering when needed • Help improve support processes as the APAC customer base scales

• Standardizing existing and developing new standard sales content with appropriate variation by business practice (e.g., Benefits Advisory, HR Advisory, etc.) • Identifying and implementing content management tools and processes for intuitive, secure means of organizing, storing and accessing content • Creating sales collateral (one pagers, case studies, prospect and finalist meeting presentations) • Assisting herronpalmer team with sales-related writing support, including completion of customer- and prospect-specific proposals, responses to requests for proposal (RFPs), and statements of work (SOWs), using established templates and guidelines to support sales efforts and enable achievement of objectives • Administering day to day activities of the Sales department (data entry, data clean up, data manipulation, report generating, pipeline/activity tracking, after-territory calls, etc.) • Providing administrative project support for the sales and operations teams as needed; other administrative tasks as needed. • Ensuring the data integrity of Sales data for reporting purposes. • Maintaining all sales data integrity including pipeline, new business, sales meetings, individual territory and prospect strategy. • Assisting with logistics, as directed, around sales activities, including participation in weekly pipeline review meetings for review of project status and receipt of new assignments. • Supports business leaders on initiatives that involve sales efforts (surveys, drip marketing campaigns, conferences, and prospect events.) • Special projects as assigned