Technical Support Engineer II - CLM & Analytics

:

Location:

EG-Remote

Category:
Business/Sales Operations & Strategy

Position Type:
Regular

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity.

Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

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.

• 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

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…