• Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution. • Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security teams. • Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, and apply that context to troubleshooting and communications. • Provide real-time, hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders. • Lead clear and proactive incident communications, translating technical updates into customer-specific impact, expectations, and next steps. • Participate in incident response workflows, including severity classification, escalation handling, and post-incident retrospectives. • Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge coverage, and operational maturity. • Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling. • Partner closely with Customer Success Managers to enhance Harvey’s post-sale technical engagement and overall customer experience.

Role Description The Technical Support Engineer (TSE) is a strategic customer advisor and the internal voice for our customer base. The TSE will both have the accountability and responsibility to deliver on our customers’ needs. This role acts as a liaison between customers and all functional areas within Docusign to resolve technical support inquiries. Working with resources across Docusign, the TSE expedites the resolution of complex technical issues to empower customers to achieve the highest value and adoption of our software. This position is an individual contributor role reporting to the Sr. Manager, Technical Support. Responsibilities - Provide outstanding technical support for the Docusign eSignature 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 - Multi-product workflows - Use broad technical product expertise within Docusign eSignatures 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 - 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 troubleshoot 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 Docusign eSignature expertise. Job Designation Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time. Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law. Qualifications - Bachelor of Science degree in a Computer Science, Engineering, or related technical subject area. - 3+ years of SaaS troubleshooting experience in a Technical Support capacity. - Experience with modern markup and programming languages such as XML, C#, Python, PHP, JavaScript, jQuery, or similar. - Experience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS. - Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar. - Salesforce administration work experience. - Fluent in English. - Experience with Microsoft, Dynamics and/or SharePoint domain administrator. Preferred - Self-motivated, goal-oriented, interpersonal skills and outstanding time management skills. - Subject Matter Expert for at least one vertical across Docusign technologies. - Effective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presence. - Ability to troubleshoot regular expressions and other complex data validation rules. - Possesses a deep understanding of Docusign User Models. - 2+ years experience supporting Docusign eSignature and related products. - Expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and oAuth. - Familiarity with structured query languages such as SQL and SOQL. - Ability to maintain composure in critical situations and communicate clearly with both internal and external customers. - Ability to collaborate with peers across the organization without friction. - Familiarity with Docusign Contract Lifecycle Management workflows and architecture. - Professional experience within relevant industries for which Docusign provides solutions. - Salesforce Admin certification(s). - Microsoft System Administration work experience. - Windows PowerShell scripting work experience. Benefits - Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. - You can count on us to listen, be honest, and try our best to do what’s right, every day. - We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. - You will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. Accommodation Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance. Applicant and Candidate Privacy Notice #LI-Remote #LI-BF3

• Provide onsite technical support for remote network engineering teams • Troubleshoot network connectivity, PCs, IoT devices, printers, and related hardware • Verify VLAN configurations and assist with wireless connectivity troubleshooting • Check switch and router connections, cabling, ports, and device status • Provide console access to network equipment using appropriate cables and tools • Support network deployments, infrastructure upgrades, and post-deployment hypercare activities • Diagnose and resolve technical issues while minimizing operational downtime • Communicate findings, progress, and resolutions clearly to remote technical teams • Maintain accurate documentation of onsite activities and completed work • Travel frequently to assigned data centers based on project requirements

Role Description We are recruiting a Technical Support Specialist who will work remotely from Portugal. As a Technical Support Specialist, you will join a team that operates as a second point of contact for Aircall's customers across the globe. You will work directly with them to help solve complex technical and operational questions. As a Technical Support Specialist, you will have a direct impact on their ability to make and receive phone calls, leverage the right products/integrations, and grow their business. Every day you will be working with multiple teams across Aircall, such as Success, Engineering, Product, Onboarding, and Sales to provide white-glove service and support. Our team is customer-focused, highly motivated, and thrives on our shared success. You will be part of an international team with diverse backgrounds and skill sets. With Aircall being a 24/5 business, we operate throughout various time zones using a follow-the-sun model. Our extensive product knowledge and technical skillset is our most valuable asset both to our customers and our internal teams. Key Responsibilities: - Receive and respond to escalate Customer cases regarding technical and functional questions or issues. - Handle a variety of complex issues dealing with various platforms, operating systems, applications, integrations, inbound/outbound calling, caller ID, calling features, etc. Analyze, reproduce, and be part of the resolution. - Assist the Frontline Support team to train them on some specific topics, and improve how the issues are escalated to the Technical Support team. Train the Customer Support Team about relevant subjects. Create and maintain internal documentation. - Work closely with developers and product management colleagues to diagnose, understand, and resolve issues. Mitigate risks in potential features, and bring best practices to the Customer Support Team. - Take ownership with internal and external stakeholders to define and resolve systemic issues, and suggest product enhancements and eventual workarounds. Recommend and support the implementation of process improvements. - Monitor Customer Support metrics to proactively identify trends and recurring issues. Follow up with customers to ensure ongoing high levels of satisfaction. Qualifications - Aptitude for understanding providing excellent customer service including clear communication, problem solving and technical writing skills in English (Other Languages are a plus). - Possess good organizational skills and the ability to manage multiple issues simultaneously within a fast-paced and changing environment. - Positive self-starter, willing to dig into complex issues, able to take direction, and work within a team environment. - Willingness to consistently improve and try different approaches and perspectives. - Empathetic and active listener, with the ability to see each situation from someone else’s viewpoint. - Aptitude to learn and support new products and features. - Motivation to learn by yourself and seek knowledge. Benefits - 🚀 Key moment to join Aircall in terms of growth and opportunities. - 💆‍♀️ Our people matter, work-life balance is important at Aircall. - 📚 Fast-learning environment, entrepreneurial and strong team spirit. - 🌍 45+ Nationalities: cosmopolite & multi-cultural mindset. - 💶 Competitive salary package & benefits. DE&I Statement At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey. We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive. We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn.