Core+ Support Expert - eSign

DocuSign
Cairo
Workplace: RemoteFull timeFunction: Product ManagementExperience: 3+ yearsEducation: bachelorsSkills: ["Analytical problem-solving","Real-time troubleshooting","Communication","Organizational skills","Time management"]

Serve as the internal voice for customers of the Docusign Intelligent Agreement Management (IAM) platform, resolving escalated technical support cases. Own customer issues that require engineering engagement, apply deep product and technical expertise to drive adoption, and meet IAM support service-level goals. Use tools such as Salesforce, Jira, SQL, and logging systems to analyze document impact, troubleshoot complex issues, and identify product improvements and training needs.

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FursaFursa
DocuSign
DocuSign
2 days ago

Core+ Support Expert - eSign

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Serve as the internal voice for customers of the Docusign Intelligent Agreement Management (IAM) platform, resolving escalated technical support cases. Own customer issues that require engineering engagement, apply deep product and technical expertise to drive adoption, and meet IAM support service-level goals. Use tools such as Salesforce, Jira, SQL, and logging systems to analyze document impact, troubleshoot complex issues, and identify product improvements and training needs.
Location: Cairo
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Support Docusign Intelligent Agreement Management (IAM) and associated services.
  • •Resolve escalated technical support cases and own issues requiring engineering engagement to address bugs and influence the roadmap.
  • •Apply technical product expertise to support customer adoption and achieve IAM customer support service level goals.
  • •Use support tools (telephone, Salesforce, Jira, logging systems, internal admin console) and query languages to gather and track affected documents and customer impact.
  • •Identify product improvements/bugs, promote products consultatively, and collaborate with Product, Engineering, and Account Management to ensure alignment.

Key Requirements

  • •Bachelor of Science degree in Computer Science, Engineering, or a related technical discipline.
  • •3+ years of SaaS troubleshooting experience in a technical support capacity.
  • •Experience troubleshooting web-based environments and protocols (e.g., HTTP, JSON, HTML, CSS, IIS).
  • •Proficiency with modern markup/programming languages such as XML, C#, Python, PHP, and JavaScript/jQuery.
  • •Ability to analyze logs using network/tools (e.g., Wireshark, Fiddler, Charles Proxy) and document troubleshooting steps and updates for tickets.
Experience:3+ yearsSaaS
Education:Bachelor's in Computer Science, Engineering, or related technical discipline
Skills:Analytical problem-solvingReal-time troubleshootingCommunicationOrganizational skillsTime management
Languages:English
Tech Stack:SalesforceJiraDocusign logging systemsSharePointSQLSOQLXMLC#PythonPHPJavaScriptJQueryHTTPJSONIISHTMLCSSWiresharkFiddlerCharles Proxy

Company Brief

DocuSign
Provides a cloud-based electronic signature and intelligent agreement management platform that automates document workflows, identity verification, contract lifecycle management, and agreement analytics for enterprises and individuals worldwide.
Industry: LegalTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2003
Glassdoor
Glassdoor: 3.6
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