Technical Support Engineer II - CLM & Analytics

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.

Desired Candidate Profile

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