Technical Support Engineer – DocuSign

About the role

We are looking for a Technical Support Engineer with strong DocuSign expertise to serve as a Subject Matter Expert (SME) for the DocuSign platform. The role will provide Tier 2/Tier 3 technical support, troubleshoot system integrations, manage platform configurations, and ensure smooth and secure agreement workflows across the organization.

Key responsibilities

• Administer DocuSign Org Admin configurations, user provisioning, SSO settings, and security permissions across corporate sub-accounts.
• Provide Tier 2/Tier 3 technical support and troubleshoot complex DocuSign issues.
• Diagnose issues involving template routing, conditional logic, network/firewall whitelisting, and Identity Verification (IDV).
• Monitor and troubleshoot DocuSign Connect webhooks, APIs, and system integrations.
• Support integrations with platforms such as Salesforce, Workday, and internal ERP systems.
• Manage and advise on envelope correction, voiding procedures, and custom Web Form deployments.
• Ensure agreement workflows maintain document integrity, including Certificates of Completion.
• Support Contract Lifecycle Management (CLM) processes, including contract generation, redlining, clause libraries, and post-execution storage.
• Monitor agreement activity and system alerts to help maintain secure and reliable enterprise deployments.
• Provide technical guidance and support to both end users and developers.

About you

• 3+ years of experience administering DocuSign eSignature, DocuSign Org Admin, or DocuSign CLM.
• Strong hands-on experience with DocuSign platform administration and troubleshooting.
• Knowledge of REST APIs and JSON/XML payloads.
• Strong understanding of SSO and SAML 2.0 protocols.
• Experience troubleshooting browser-side configurations, including cookies and JavaScript.
• Experience troubleshooting integrations, webhooks, and API failures.
• Strong understanding of document and agreement workflows.
• Excellent problem-solving and troubleshooting skills.
• Ability to quickly identify technical bottlenecks and determine appropriate solutions.
• Excellent communication skills, with the ability to explain technical issues clearly to non-technical users.