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German Technical Support Representative Tier 2 at DocuSign
Dublin, IE

Collaborate with our customers while providing consulting services and technical support to help them leverage their use of our products for maximum impact.

Position Summary

DocuSign is obsessed with delivering a phenomenal customer experience. As a Customer Support Tier 2, You will be the first line of defence to educate and resolve the problems of our EMEA based customers.

DocuSign is seeking a passionate and experienced Customer Support professional to join our CS team based in Dublin. We are expanding our Global Customer Support Centre to delight and amaze our customers. We would be happy to discuss these new career opportunities with those technical support professionals.

This is an Individual Contributor position and will report to the Customer Service Manager.

Responsibilities

  • You will assist in the resolution of complex production issues, including customer concerns, system testing, strategy sessions and distribution of knowledge throughout the company.
  • You will acquire and maintain knowledge of existing systems and new systems in order to deliver accurate assistance and training to customers and Customer Success Team.
  • You will act as an advisor for advanced DocuSign features, such as our APIs, DocuSign Connect, Power Forms, Templates, Embedding Signing.
  • You will participate in special projects, as required, under general supervision that enhances and improve the quality or efficiency of the support service.

Requirements

  • You have previous experience as a technical support representative in a SMB environment.
  • Experience using Salesforce.com and Familiarity with Mobile Applications is a plus.
  • The ability to navigate, troubleshoot and resolve problems in a ticketing system, bug submission and other support systems procedures
  • You identify and submit product improvement requests
  • Understanding of Software as a Service
  • Bachelor's degree required
  • Deep understanding of desktop operating systems including Windows and Apple OS environments
  • Ability to pursue Tier 1 and Tier 2 customer service issues with respect to the service-level agreement (SLA)
  • Superb communication and interpersonal skills
  • Fluent in English and German
  • Working hours 9:30 am to 6:30 pm Monday to Friday

Are you up for the challenge?

Customer Success & Support @ DocuSign

At DocuSign, we measure our success by our customers’ success. We collaborate with our customers to help them leverage their use of our products for maximum impact. Our global Customer Success and Support team provides consulting services and technical support on­site and over the phone support. We ensure that all our customers are satisfied, and are DocuAdvocates. You are the eyes and ears of our company and provide insightful customer feedback to the rest of the organization so we can improve the user experience and make it one that consistently exceeds expectations.

About DocuSign

DocuSign® is changing how business gets done by empowering hundreds of thousands of customers and tens of millions of users in most countries around the world to sign, send and manage documents anytime, anywhere, on any device with confidence. DocuSign replaces printing, faxing, scanning and overnighting documents with the easiest, fastest, most trusted way to make every approval and decision digital. Organizations of all sizes and industries are accelerating contracts, approvals and workflows with DocuSign's Digital Transaction Management (DTM) platform and eSignature solution. DocuSign keeps life and business moving forward