• Advanced Troubleshooting: Providing second-tier technical support via phone, email, and onsite visits to resolve complex product issues. • Client Training: Conducting onsite and web-based seminars to teach customers how to implement and use products correctly. • Sales Integration: Identifying opportunities for additional sales and service growth while interacting with clients. • Case Management: Tracking open customer issues, communicating status updates, and following up to ensure successful resolutions. • Knowledge Development: Creating technical bulletins, reviewing manuals, and assisting with new software deployment and training.

• 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