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.
Key Responsibilities
- 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
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