As a Tier III my main duty is to handle the most advanced technical escalations and support other teams internally with product issues and advanced workflows. The type of issues that I handle on a daily basis vary from diagnosing Single Sign On issues by obtaining SAML traces and comparing certificates and assertions, troubleshooting network issues with Wireshark traceroutes, to creating Kusto queries to query database information to help diagnose customer errors and generate logs and data tables with valuable information. I am the Subject Matter Expert for all our Microsoft Integrations, including SharePoint on Premises, SharePoint Online, Dynamics CRM 365, Outlook, and Word. I have helped customers deploy upgrades, install and backup the DocuSign solution in their SharePoint on Premises and Dynamics 365 environments. In addition to our core product and the Microsoft products, I am a SME for the DocuSign for Salesforce integration have gone through extensive Salesforce Administration Training as well as lead some trainings. I also support the DocuSign Signature Appliance, which is a physical appliance that is installed in a customer's environment. Supporting this has required me to travel to Israel for training on the product and supporting and installing it.Being the SME for these products and integrations requires me to work closely with our Product Managers and Engineers to help create, file, and triage product issues and enhancements in the form of JIRA tickets multiple times a week to meet with SLAs. As a SME I am also required to keep both internal and external Support Articles up to date with new information, common issues, and workarounds for my SME Products.I also work as a liaison with our Operations and Release Management teams to make sure that the Support Department is on the same page as the rest of the company with product releases and critical issues.

As a Tier II Technical Support Representative my main job duty is to take inbound calls and respond to emails from enterprise and commercial customers, to assist them with troubleshooting our web application, setup of supported product integrations, and general knowledge questions.Some of the integrations that I assist daily with are Salesforce, SharePoint Online, Microsoft Dynamics, and Netsuite. I also troubleshoot, test, and build REST and SOAP API integrations and calls that interface with our applications. I am familiar with JIRA, Fiddler, and some SQL database management. More recently I have taken on the task of supporting a physical signature appliance, which includes working with Active Directory and additional database management. I work closely with the rest of my team and am seen as a go to person within the team to answer more technically involved questions.I spend some of the down time that I have at work writing internal and customer facing support and knowledge articles current issues, new enhancements, best practices, and other hot tips. I am always looking to streamline processes and make things easier for both the customer and for coworkers.

As a tech support technician, my job main job was assisting agents with troubleshooting issues with connecting to and utilizing NWMLS’ applications. What this entailed was fielding calls from agents on both Mac and Windows platforms, taking and responding to emails, and monitoring for known application issues and reporting new ones. I worked with documenting issues in Sharepoint and reviewing them weekly with our Applications Administrator to prioritize and draft plans for testing and developing fixes for issues. I worked as liaison with our IT team and the rest of the Tech Support team to communicate current issues and fixes when they are rolled out. In addition to that I have done software deployments and re-paves of the computers that are used in the agent training classrooms.