• The Technical Support Engineer (TSE) is a strategic customer advisor and the internal voice for our customer base. • Provide outstanding technical support for the Docusign Intelligent Agreement Management (IAM) and associated services. • Handle incoming support channels to troubleshoot customer inquiries, including but not limited to API integrations, embedded systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows. • Use broad technical product expertise within IAM areas to help customers increase adoption. • Use support tools and resources vital to solve the customer issue, including Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling. • Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs.

• Proactively monitor system health, alerts, and integrations in Azure (Logic Apps, related services) and other monitoring tools. • Diagnose and resolve software, configuration, and integration issues across Azure Logic Apps, FTP/SFTP connections, APIs, and related workflows. • Oversee Logic App and FTP integrations, ensuring reliable and accurate data flow between Drips and third-party systems. • Serve as the first point of contact for billing processor failures and other production-impacting incidents. • Work closely with Engineering, QA, Production, and Client-facing teams to identify, document, and resolve system defects or recurring failure patterns.

• Provide L2-L3 support for users accessing systems via **Azure Virtual Desktop (AVD)** • Troubleshoot login issues, session disconnects, performance problems, and application access • Support local laptops used primarily for AVD connectivity • Support **Nerdio-managed AVD environments**, including: • Dynamic host pools • Golden image updates (following runbooks) • Software distribution to AVD hosts • Support user access and devices via: • Active Directory (AD) • Microsoft Entra ID (Azure AD) • Intune • Provide operational support for: • PrinterLogic • Mimecast • Zscaler • Perform daily checks, follow change processes, and escalate issues when required

We are hiring IT Support Analyst to support a Microsoft-based enterprise environment with a strong focus on Azure Virtual Desktop (AVD). This role supports a range of responsibilities typically associated with L1–L3 service desk environments, with actual scope aligned to individual experience and team needs.. This is a hands-on, supporting end users who work primarily through AVD, following defined processes and runbooks. Hands-on experience supporting AVD environments managed with Nerdio is required. What You’ll Do - Provide L2-L3 support for users accessing systems via Azure Virtual Desktop (AVD) - Troubleshoot login issues, session disconnects, performance problems, and application access - Support local laptops used primarily for AVD connectivity - Support Nerdio-managed AVD environments, including: - Dynamic host pools - Golden image updates (following runbooks) - Software distribution to AVD hosts - Support user access and devices via: - Active Directory (AD) - Microsoft Entra ID (Azure AD) - Intune - Provide operational support for: - PrinterLogic - Mimecast - Zscaler - Perform daily checks, follow change processes, and escalate issues when required Role Level & Growth Path This role may be filled at different levels depending on experience. Some team members will focus on ticket resolution, while others may take on deeper troubleshooting, escalation support, or coordination responsibilities. Role level and scope will be discussed during the interview process.