• Deliver outstanding customer support via emails • Build strong and lasting customer relationships • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI • Communicate with developers and cross-functional specialists

• 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