Technical Support Engineer – DocuSign & CLM Specialist

About the role

We are looking for a Senior Technical Support Engineer to serve as a subject matter expert for enterprise-grade agreement solutions. You will be the primary go-to expert for Tier 2/Tier 3 technical escalations, platform administration, system integrations, and complex contract workflow automation across enterprise systems.

Key responsibilities

• Design, troubleshoot, and optimize DocuSign Contract Lifecycle Management (CLM) workflows, including automated contract generation, redlining, clause library management, custom Web Forms, and post-execution archiving
• Manage enterprise DocuSign Org Admin configurations, sub-account structures, user provisioning, security permissions, and Single Sign-On (SSO/SAML 2.0) settings
• Monitor and diagnose API/webhook failures (DocuSign Connect), REST payloads (JSON/XML), and out-of-the-box integrations with enterprise systems like Salesforce, Workday, or SAP
• Utilize DocuSign Monitor for near-real-time activity tracking, security alerts, and safeguarding document legal integrity (Certificates of Completion)
• Resolve complex issues regarding conditional logic, template routing, network/firewall whitelisting, and Identity Verification (IDV) blocks
• Guide internal business units and technical teams on envelope corrections, voiding protocols, and process efficiency while translating technical jargon into clear business guidance

About you

• Minimum 3+ years of experience administering DocuSign platforms, with proven, production-level hands-on experience designing and troubleshooting complex DocuSign CLM workflows
• Solid understanding of API integrations (REST, JSON/XML payloads), webhooks (DocuSign Connect), and SSO/SAML 2.0 protocols
• Proficient in diagnosing browser-side configurations (cookies, JS), network whitelist policies, and authentication flows
• Excellent verbal and written English communication skills to support cross-functional business units, developers, and global stakeholders
• College graduate or equivalent combined professional experience
• Nice-to-have: Official certifications such as DocuSign Administrator, DocuSign CLM Specialist, or DocuSign Implementation Consultant
• Nice-to-have: Prior exposure to enterprise CRM/ERP integrations (Salesforce, Workday, SAP)
• Nice-to-have: Experience working in high-volume, enterprise SLA-driven IT support environments