• 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

• Logging owning proprietary software support issues and incidents until resolution and acting as primary support liaison between the company and its customers • Conducting regular follow ups with customers with recommendations, updates and action plans associated with tickets/issues • Documenting relevant support ticket/issue information and ensuring that customer communication is handled in a timely manner and in compliance with Service Level Agreements throughout the lifecycle of the issue, until it is completely resolved • Analysis of software issues reported, identification of known issues where applicable and reporting of known solutions or workarounds to customer within timeframe set out by Service Level Agreements • Ability to diagnose address application issues • Exceptional ability to provide front-end support to internal departments and web-based clients • The ability to analyse log files and find problems based on exceptions recorded in application log files • The ability to identify steps to reproduce software issues that have been reported by our customers • Development of workarounds for software issues reported where workarounds do not already exist • Creation and maintenance of knowledge base content for peers and customer use and reference, ensuring that known issues and workarounds are clearly documented in the knowledge base • Identification of training needs for customers, and development of operation documents to address these issues • Collaboration with the Development, QC and QA teams on issue resolution; providing feedback to Development and QC to help improve the product quality and reliability • Setup of test environments as necessary for replication of customer reported issues and provision of documentation on these setups • Communicating application problems and issues to key stakeholders, including Management, Engineering, Professional Services and Sales teams • Contribute to the development and implementation of a best-in-class, multi-level customer support model, in consultation with other functions and stakeholders, that first and foremost seeks to empower and enable customers to resolve their own queries immediately by leveraging content and technology • Contributing to the continuous improvement of Kneat’s Customer Support processes and procedures • Becoming an application expert and training resource for the Customer Support team • Preparing end user and technical user documentation • Supporting Operations and Sales teams in the field for all project requirements, including specification development to customer requirements, installs, upgrades configuration • Attending customer meetings/sites, when required, to support issues, installations, training, go lives review meetings, always providing a high level of customer service • Ensuring that customers are treated with the highest degree of respect and drive operational excellence through quality closures and proper escalation of issues • Reporting non-conformances and managing the lifecycle of non-conformances in Kneat’s tracking system, ensuring traceability between Zendesk and Azure DevOps • Contributing to the continuous improvement of tech support strategies and productivity

• 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