Technical Support Engineer DocuSign Platform

Role Overview

We are looking for a Technical Support Engineer to serve as our subject matter expert for the

Docusign platform. In this role, you will handle Tier 2/Tier 3 technical support escalations,

troubleshoot system integrations, and ensure smooth agreement workflows across the

organization. You will balance hands-on platform maintenance with direct end-user and

developer support.

• Platform Administration: Manage Docusign Org Admin configurations, user provisioning,

Single Sign-On (SSO) settings, and security permissions across corporate sub-accounts.

• Technical Troubleshooting: Diagnose and resolve complex issues related to template routing,

conditional logic, network/firewall whitelisting, and Identity Verification (IDV) blocks.

• Integration & Webhook Support: Monitor and troubleshoot Docusign Connect webhooks, API

failures, and out-of-the-box integrations with systems like Salesforce, Workday, or internal

ERPs.

• Lifecycle Management: Advise business units on envelope correction, voiding protocols, and

custom Web Form deployments while protecting document legal integrity (Certificates of

Completion).

• Contract Lifecycle Management (CLM): Designed for complex agreements requiring

negotiation. It automates contract generation, redlining, clause library management, and

post-execution storage.

• Org Admin & Monitor: Essential for enterprise deployments. Org Admin allows centralized

management of multiple sub-accounts, user permissions, and Single Sign-On (SSO) domains.

Monitor provides near-real-time alerts and activity tracking to safeguard agreements.

Qualifications & Skills

• Docusign Expertise: 3+ years of experience administering Docusign eSignature, Org Admin, or

CLM platforms (Docusign Administrator or Specialist certifications preferred).

• Technical Troubleshooting: Strong understanding of browser-side configurations (cookies, JS),

API integrations (REST, JSON/XML payloads), and SSO/SAML 2.0 protocols.

• Problem-Solving: Proven ability to map out complex document workflows and isolate technical

bottlenecks quickly.

• Communication: Exceptional ability to translate complex technical issues into clear,

plain-language guidance for non-technical business users.

• Must be willing to work night shift