• Assurer la prise en charge des incidents applicatifs de niveau 1, effectuer le triage, le diagnostic initial et l’escalade vers les niveaux 2 et 3 lorsque requis; • Analyser les journaux d’erreurs et assurer le suivi de la santé applicative, de la connectivité et de la couverture des agents déployés chez les clients; • Accompagner les clients dans le déploiement et l’exploitation des agents Metatracer sur les postes de travail via GPO, Intune et autres méthodes supportées; • Soutenir la configuration des intégrations Microsoft 365 et Azure (Microsoft Entra ID), incluant les permissions, consentements et mécanismes d’authentification requis; • Guider la configuration des intégrations Google via la Google Cloud Console, notamment les identifiants OAuth, comptes de service et la gestion des accès; • Répondre aux questions des clients concernant l’utilisation de la solution, la génération de rapports et l’interprétation des résultats; • Assurer une communication claire et proactive avec les clients concernant l’état des incidents, les impacts et les délais de résolution; • Contribuer à l’amélioration continue des pratiques de support, de la base de connaissances et des mécanismes de prévention des incidents.

• Deliver proactive and reactive support for customers, partners, and Docusign internal teams to resolve issues, address subscription inquiries, and complete technical tasks, assisting and facilitating communication between Docusign and the customers using their local language • Contribute to reviewing, translating, and creating localized language contents and support practices • Provide exceptional technical support for Docusign products 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 the product areas to help customers increase product and feature utilization • Utilize support tools and resources necessary to solve customer issues, including Salesforce, Jira, Docusign proprietary logging systems, G-Suite, browser developer tools, internal admin console, SQL, and text analysis tooling • Identify improvements to the product proactively, identify bugs, and otherwise discover high-impact opportunities to enhance the customer experience • Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs • Manage escalated cases from internal channels to troubleshoot issues customers face when using Docusign products • Provide support for internal peers for inquiries on product knowledge and engagement paths, including translation to and from English of customers language • Meet and exceed Docusign Customer Support service level goals for areas of product expertise

• Monitor support channels and triage incoming issues following established runbooks • Serve as the first technical responder for inbound user issues with a target resolution time under 30 minutes for critical issues • Identify whether issues can be resolved directly or require engineering escalation • Communicate clearly and accurately with both non-technical clinical users and deeply technical engineers • Navigate production databases and run command-line scripts to diagnose issues and verify data integrity • Resolve user-facing blockers without defaulting to escalation • Validate fixes and confirm resolution before closing issues • Translate user pain points into clear, concise technical bug reports for the engineering team • Communicate directly with engineers in dedicated Slack channels and issue trackers • Provide strong technical context so engineers can move quickly on escalated issues • Facilitate and troubleshoot user onboarding and credentialing workflows • Handle hands-on tasks including account resets, permission changes, and access management within the product ecosystem • Track all active tasks and project support items

Role Description We're looking for a Technical Support Specialist to serve as the critical link between users and the product engineering team for a fast-growing AI-native healthcare platform. This is not a help desk role and not a purely reactive support position. - Diagnose real production issues, navigate technical systems hands-on, and partner closely with engineers to resolve problems quickly and correctly. - Own issues from initial report through to resolution or escalation. - Communicate clearly with both clinicians and engineers, keeping everything moving without dropping a single open item. What You'll Work On - Technical Triage and First Response - Monitor support channels and triage incoming issues following established runbooks. - Serve as the first technical responder for inbound user issues with a target resolution time under 30 minutes for critical issues. - Identify whether issues can be resolved directly or require engineering escalation. - Communicate clearly and accurately with both non-technical clinical users and deeply technical engineers. - Production Investigation and Troubleshooting - Navigate production databases and run command-line scripts to diagnose issues and verify data integrity. - Resolve user-facing blockers without defaulting to escalation when the tools and runbooks support independent resolution. - Validate fixes and confirm resolution before closing issues. - Engineering Liaison - Translate user pain points into clear, concise technical bug reports for the engineering team. - Communicate directly with engineers in dedicated Slack channels and issue trackers. - Provide strong technical context so engineers can move quickly on escalated issues. - Follow issues through deployment and confirm user impact post-fix. - User Onboarding and Access Management - Facilitate and troubleshoot user onboarding and credentialing workflows. - Handle hands-on tasks including account resets, permission changes, and access management within the product ecosystem. - Ensure users can successfully access and operate the platform from day one. - Action Item and Documentation Management - Track all active tasks and project support items to ensure no user request or engineering dependency falls through the cracks. - Maintain and improve runbooks for triaging and troubleshooting as the company grows. - Identify recurring issues and recommend process or product improvements proactively. Qualifications - Technical proficiency with comfort navigating production databases using SQL and using custom tools to investigate and resolve issues. - Strong written and verbal communication skills: proven ability to explain complex technical issues clearly to both non-technical users and deeply technical engineers. - Urgency and ownership: a no-task-too-small mentality with a drive to resolve issues quickly and without needing to be reminded. - Familiarity with modern support and productivity tooling such as Slack, Linear, HelpScout, or Notion. - Highly organized and responsive with the ability to manage multiple open conversations and technical tasks simultaneously. - Prior experience in support engineering, software engineering, data engineering, or a highly technical startup support role. Nice to Have - Experience in healthcare technology, RCM, or supporting users in operational healthcare environments. - Familiarity with healthcare software platforms such as HCHB or Homecare Homebase. - Background working with APIs, integrations, or workflow-based platforms. - Experience in a SaaS, AI, or regulated software environment. - Prior exposure to IT access management or help desk support workflows. How to Apply - Please include your updated resume. - A short Loom video (1 to 2 minutes) describing your technical background and walking through a specific production issue or user-facing technical problem you diagnosed and resolved independently. - Only candidates who submit a Loom video will be moved to the next step of the hiring process. Application Process Overview - Initial Application - Submit your application and complete our prequalifying questions. - Video Introduction - Record a video introduction to showcase your communication skills and work experience. - Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable). - Recruitment Interview - Initial screening with our talent team. - Executive Interview - Meet with senior leadership to discuss role alignment. - Client Interview - Final interview with the client team you'd be supporting. - Background & Reference Check - Professional reference verification. - Job Offer - Successful candidates receive a formal offer to join the team.