Technical Support Expert

Position Summary

The Core and Core+ Technical Support Expert is the first point of contact and internal voice for French-speaking customers. The role provides professional, empathetic, and consultative support across customer service and increasingly complex technical issues, helping customers adopt and gain maximum value from Docusign products and associated services. The Expert manages cases through resolution, communicates clearly in French and English, and partners with internal teams when deeper investigation or escalation is required. Core+ responsibilities include resolving escalated technical cases, supporting Intelligent Agreement Management services, and collaborating with Product, Engineering, and Account Management.

Role Scope

• Core support: Resolve common product, account, access, setup, document workflow, subscription, and billing inquiries through phone, chat, and email.
• Core+ support: Diagnose and resolve escalated or moderately complex technical issues, investigate defects, gather diagnostic evidence, and coordinate with Product and Engineering when required.
• French-language support: Serve customers in fluent professional French while using English effectively for internal documentation, collaboration, escalation, and knowledge sharing. French is one of the languages offered for Docusign live support and case management.

Key Responsibilities

• Provide proactive and reactive support to customers, partners, and internal teams in French through phone, chat, and email.
• Own cases from initial contact through resolution, maintaining accurate notes, timely updates, clear next steps, and effective customer expectation management.
• Troubleshoot account access, user and account setup, templates, sending and signing workflows, document processing, subscriptions, billing, and related product behavior.
• For Core+ cases, reproduce issues, analyze logs and browser or network behavior, identify root causes, document business impact, and escalate defects with complete technical evidence.
• Use support and collaboration tools such as Salesforce, Jira, internal administration and logging systems, browser developer tools, HAR analysis tools, SharePoint, and approved text or query-analysis tools. Current Core+ support expectations include using these tools to investigate customer impact and resolve complex inquiries.
• Partner with Product, Engineering, Account Management, and other cross-functional teams to resolve escalated issues and represent the customer’s voice.
• Meet or exceed service-level, response-time, resolution-time, case-quality, productivity, and customer-satisfaction targets.
• Identify product defects, recurring issues, knowledge gaps, localization concerns, and opportunities to improve support practices and the customer experience.
• Provide consultative guidance on product configuration, recommended practices, and available services to support adoption and value realization.
• Contribute to knowledge articles, troubleshooting guides, training content, and French-language content reviews or translations when needed.

Language Requirements

• French: CEFR C1 or equivalent professional proficiency, with strong spoken and written communication skills suitable for complex customer interactions.
• English: CEFR B2 or higher, sufficient for internal collaboration, technical documentation, escalation, and training.
• Ability to communicate naturally and accurately, understand regional language nuances, and translate or clarify information between French and English without losing technical meaning.

Basic Qualifications

• High school diploma or equivalent; relevant higher education is an advantage.
• Proven customer-facing experience in customer service, SaaS support, help desk, service desk, or technical support.
• Strong customer empathy, active listening, issue comprehension, relationship-building, and consultative problem-solving skills.
• Strong written and verbal communication, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Ability to prioritize multiple cases, work independently, collaborate across teams, and remain composed during urgent or sensitive customer situations.
• Working knowledge of internet technologies and Windows and/or macOS environments.

Preferred Qualifications

• Experience supporting SaaS, eSignature, Intelligent Agreement Management, contract lifecycle management, or other web-based business applications.
• Hands-on experience with Salesforce and Jira for case and defect management.
• Core+ technical knowledge of HTTP, JSON, HTML, CSS, XML, JavaScript, browser developer tools, HAR files, Fiddler or similar network-analysis tools, and basic SQL or query languages.
• Experience documenting defects, analyzing logs, reproducing technical issues, and collaborating with engineering teams.
• Knowledge of the French-speaking customer market and familiarity with localization or translated support content.
• Bachelor’s degree in information technology, computer science, business, communications, or a related field.