Technical Support Engineer II - CLM & Analytics

Company Overview

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 the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

As a Technical Support Engineer II - CLM & Analytics, you will function as a hands-on technical specialist and a strategic advisor, serving as an internal voice of our customer base. In this role, you will act as a subject matter expert handling complex technical support cases from start to finish across Docusign Contract Lifecycle Management (CLM), Intelligent Agreement Management (IAM), and multi-product workflows. By collaborating as a liaison between customers, Product, and Engineering teams, you will accelerate issue resolution, consistently achieve SLA and customer satisfaction targets, and empower clients to maximize adoption and value. Candidates are also required to participate in weekend on-call rotations. (US ONLY) Candidates may be required to complete a Minimum Background Investigation (MBI) for Public Trust positions.

This position is an individual contributor role reporting to the Manager of Technical Support.

Responsibility

• Diagnose and resolve technical issues related to Docusign Contract Lifecycle Management (CLM), Docusign Intelligent Agreement Management (IAM), and related first and third party integrations
• Lead the end-to-end customer technical experience by managing support cases from initial diagnosis through resolution including embedded systems issues, network/security impediments, 3rd-party integrations, and multi-product workflows
• Consistently meet or exceed key performance indicators (KPIs), including SLA adherence, case response and resolution times, customer satisfaction (CSAT), and case closure targets, while maintaining high-quality, well-documented resolutions across all support engagements
• Coordinate resolution of critical and high-priority cases by collaborating with cross-functional teams and escalating issues to Product Engineering when necessary
• Collaborate cross-functionally with Product, Engineering, Professional Services, and Account Management teams to represent customer requirements and optimize platform performance
• Guide customers on best practices, product configuration, and architecture to accelerate product adoption and maximize platform value
• Investigate customer-reported issues, analyze system behavior, and identify root causes using internal tools including Salesforce, Jira, Docusign proprietary logging systems, browser developer tools, internal admin consoles, SQL, and text analysis tooling
• Create and maintain technical documentation and knowledge base articles to support internal teams and the broader support community
• Promote Docusign products and services through consultative discussions
• Support internal peers by sharing product knowledge and guidance on engagement paths

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic

• Bachelor's degree in Computer Science, Engineering, or related technical field (or equivalent practical experience)
• 5+ years of experience in SaaS application support, technical troubleshooting, or integration support roles
• Experience with modern markup and programming languages such as XML, C#, Python, PHP, JavaScript/jQuery, Apex, or similar
• Experience with log and network diagnostic tools such as Wireshark, Fiddler, browser developer tools, or observability platforms such as Grafana
• Experience analyzing logs and network traffic using diagnostic tools such as Wireshark, Fiddler, browser developer tools, or observability platforms such as Grafana
• Experience prioritizing multiple tasks and managing competing customer issues effectively
• Experience communicating with customers, peers, and executive audiences
• Professional proficiency in spoken and written English
• (US ONLY) Ability to pass a Minimum Background Investigation (MBI) for Moderate Public Trust or equivalent security clearances as required

Preferred

• Multi-lingual in Docusign-supported languages (Portuguese, German, Japanese, Spanish)
• Knowledge of Salesforce and related certifications
• Experience supporting Docusign environments, including CLM workflows and related platform features
• Troubleshooting of regular expressions, code debugging, and complex data validation rules
• Knowledge of cloud security architectures and infrastructure
• Familiarity with structured query languages such as SQL and SOQL
• Expertise with web-based applications, web service APIs, monitoring tools (e.g., Grafana), and authentication technologies such as SAML and OAuth
• Familiarity with scripting or programming languages such as Python, JavaScript, Java, or C# (XML/JSON as data formats)
• Independence in work execution and problem-solving in dynamic and ambiguous environments
• Professional experience within relevant industries for which Docusign provides solutions
• Excellent written and verbal communication skills
• Strong analytical and problem-solving skills in fast-paced technical environments
• Adoption of new technologies and application of learnings in daily work

Life at Docusign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

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