• Provide exceptional end-to-end support for issues related to account upgrades, provisioning, and the Provisioning Asset Group (PAG) • Apply advanced troubleshooting techniques and utilize AI-powered diagnostic tools to identify root causes and resolve escalated cases from incoming support channels • Own customer issues via engineering interface to resolve technical bugs and influence the product development roadmap • Utilize a broad technical toolkit including Salesforce, Jira, SQL, browser developer tools, and internal Docusign proprietary logging systems • Use AI-driven text analysis and log-parsing tools to identify high-impact opportunities for product improvement and customer experience enhancement • Promote Docusign products and services through consultative evaluation of customer needs and service requirements • Partner with cross-functional teams, including Product, Engineering, and Account Management, to ensure alignment on customer success plans • Meet and exceed Docusign Customer Support service level goals and KPIs • Develop and deliver technical training and documentation to support enablement for both internal teams and customers

• Subject-matter expert (SME) for resolving complex incidents (escalations). • Support for Post-Incident Reviews (PIR) as SME. • Provide advanced technical support (log analysis and diagnostics) to internal and external audiences. • Escalate support requests to Tier 3 (Engineering and SRE). • Escalate incidents to Tier 3 (Engineering and SRE). • Create and maintain a log of issues and resolutions. • Proactively identify trends and recurring issues. • Create and maintain knowledge base articles. • Provide internal training and share knowledge. • Communicate with customers on support requests when necessary. • Test and validate bug fixes identified during support requests. • Manage internal Change Management notifications. • Act as SME for new feature consultations with the Product team. • Send external (mass or individual) notifications as requested.

• Atuar no primeiro nível de atendimento, recebendo e registrando incidentes e requisições • Realizar triagem inicial dos chamados, classificando corretamente tipo, impacto e urgência • Executar análises básicas para diagnóstico, seguindo playbooks e procedimentos definidos • Buscar resolução no primeiro atendimento sempre que possível (FCR) • Acionar e acompanhar monitorias, identificando alertas e possíveis incidentes antes do cliente • Validar funcionalidades em sistemas (web/app) para reprodução de erros reportados • Coletar evidências (prints, logs, payloads, horários, IDs) para apoio na análise • Escalonar chamados para N2/Fornecedores quando necessário, garantindo contexto claro e informações completas • Atualizar tickets com informações relevantes, mantendo rastreabilidade e comunicação contínua • Realizar follow-up dos chamados em andamento, garantindo evolução até a resolução • Apoiar usuários com orientações básicas sobre uso de sistemas e processos • Seguir padrões operacionais e contribuir com a organização da fila e cumprimento de SLA

Role Description As Claims and Remit Support Developer, you'll be responsible for software development and support of provider-specific claim processing solutions, implementing, and configuring customer environments, analysis, and maintenance within the Experian Health product portfolio. - Ensure provider-specific support development and processes meet corporate policies for security, consistency, and professional software development standards. - Maintain high standards of software quality, within the team, by establishing good practices and habits. - Identify and encourage process improvement within the team. - Use de-bug techniques and tools to identify and correct errors. - Work with claims core development and other teams to support programming aligns with and leverage the core components of each product's core system components. - Ensure provider-specific solutions are delivered promptly to meet ongoing support commitments. - Communicate with internal and external project teams. - Perform routine program and system maintenance. You will report to the Senior Manager, Software Development. Qualifications - Bachelor's degree in Computer Science or related field. - 5+ years of programming and analysis experience in a computing environment. - Experience in C#, SQL. - Experience in .NET, scripting, and automation highly preferred. - Clear understanding of X12 healthcare transactions (83x, 27x) required. - Experience in healthcare industry required. - Work in an Agile team environment. - Excellent verbal and written communications skills. - Solid analytical and problem-solving skills. Benefits - Great compensation package and bonus plan. - Core benefits including medical, dental, vision, and matching 401K. - Flexible work environment, ability to work remote, hybrid or in-office. - Flexible time off including volunteer time off, vacation, sick and 12-paid holidays. Explore all our exciting benefits here: yourexperianbenefits.com Company Description Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. - We operate across a range of markets, from financial services to healthcare, automotive, agrifinance, insurance, and many more industry segments. - We invest in people and new advanced technologies to unlock the power of data and to innovate. - A FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 23,300 people across 32 countries. - Our corporate headquarters are in Dublin, Ireland.