Core+ Support Expert (Spanish)

Location: Brazil

Department: Customer Success, Consulting & Support

Work Mode: Remote

About the Role

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate business processes and simplify lives through intelligent agreement management. As the #1 company in e-signature and contract lifecycle management (CLM), we unleash business-critical data trapped in documents, connecting it to systems of record to save time, money, and opportunity. Join our innovative culture where trust, equality, and bold ideas drive us to make the world more agreeable. The Core+ Support Expert (Spanish) - eSign is the internal voice for our global customer base, delivering exceptional support for DocuSign's Intelligent Agreement Management (IAM) and e-signature platform. As a liaison between customers and all DocuSign functional areas, you will resolve complex technical inquiries, expedite issue resolution, and empower customers to maximize adoption and value. This individual contributor role reports to the Senior Support Service Delivery Manager and thrives in a fully remote environment, collaborating across Product, Engineering, and Account Management teams to influence the roadmap and enhance experiences. In this role, you will own escalated cases, leverage tools like Salesforce, Jira, SQL, and browser developer tools to troubleshoot web-based issues, analyze logs, and track document impacts. Your Spanish fluency will enable clear communication with diverse customers, while your technical expertise in APIs, authentication, and IAM workflows drives real-time resolutions. Identify bugs, promote products consultatively, and contribute to training—all while achieving service level goals in our fast-paced, customer-obsessed culture. Docusign is committed to building trust and equality. We ensure every team member has equal opportunity to succeed, innovate, and feel pride in transformative work. If you bring a Bachelor's in Computer Science or Engineering, 2+ years of SaaS support, and passion for e-signature innovation, apply to help shape the future of agreements. #LI-Remote

Key Responsibilities

• Support DocuSign Intelligent Agreement Management (IAM) and e-signature services, resolving escalated cases from support channels
• Own customer issues requiring engineering engagement to address technical bugs and influence the product roadmap
• Apply deep technical expertise in IAM and e-signature areas to drive customer adoption and value realization
• Achieve DocuSign Customer Support service level goals using tools like Salesforce, Jira, DocuSign logging systems, SharePoint, and SQL
• Utilize browser developer tools, internal admin console, and query languages to analyze affected documents and customer impact
• Identify product improvements, bugs, and opportunities to enhance the e-signature and agreement management experience
• Promote DocuSign products through consultative discussions and partner with teams to develop training content
• Collaborate with cross-functional teams including Product, Engineering, and Account Management for seamless alignment
• Maintain composure in critical situations, communicating clearly with customers in Spanish and English
• Document and escalate complex issues, providing real-time troubleshooting and updates to all stakeholders
• Leverage expertise in web service APIs, authentication (SAML, OAuth), and monitoring tools like Dynatrace

Required Qualifications

• Bachelor of Science degree in Computer Science, Engineering, or related technical discipline
• 2+ 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 web-based environments, including HTTP, JSON, IIS, HTML, and CSS
• Experience with log analysis using network tools such as Wireshark, Fiddler, Charles Proxy, or browser/developer tools
• Proven ability to document troubleshooting steps through resolution and provide clear updates on case reviews, reassignments, or escalations
• Fluency in Spanish (spoken and written)
• Experience with at least one vertical or subject matter associated with DocuSign e-signature, IAM, or agreement products

Preferred Qualifications

• Familiarity with DocuSign Contract Lifecycle Management (CLM) and Intelligent Agreement Management (IAM) workflows
• Experience with DocuSign organization administration or similar knowledge
• Professional experience in industries served by DocuSign such as legal, finance, real estate, or healthcare
• Familiarity with JIRA and Salesforce
• Self-motivated with exceptional organizational, writing, and time management skills
• Demonstrated ability to work effectively in team and independent environments

Required Skills

• SaaS troubleshooting and technical support
• Programming languages: XML, C#, Python, PHP, JavaScript/jQuery
• Web technologies: HTTP, JSON, IIS, HTML, CSS
• Log analysis with Wireshark, Fiddler, Charles Proxy, browser tools
• Regular expressions and complex data validation
• Web service APIs, SAML, OAuth authentication
• SQL and SOQL query languages
• Monitoring tools like Dynatrace
• DocuSign IAM and e-signature workflows
• JIRA and Salesforce proficiency
• Analytical and real-time problem-solving
• Exceptional written and verbal communication (Spanish/English)
• Customer-focused collaboration and escalation management
• Time management and organizational skills
• Maintaining composure in high-pressure situations
• Documentation and knowledge sharing

Benefits

• Competitive base salary with performance-based incentives
• Comprehensive health, dental, and vision insurance
• 401(k) retirement savings plan with company match
• Unlimited PTO and flexible remote work options
• Professional development stipend and learning opportunities
• Stock purchase plan and employee stock purchase program
• Wellness programs including mental health support
• Parental leave and family-friendly benefits
• Global employee assistance program

DocuSign is an Equal Opportunity Employer.