Docusign · 1 month ago
Technical Support Engineer - IAM
United States
Full-time
Remote
Entry, Mid Level
2+ years expDocusign is a leader in e-signature and contract lifecycle management solutions, serving over 1.5 million customers globally. The Technical Support Engineer - IAM role focuses on providing exceptional technical support for Docusign's Intelligent Agreement Management services, ensuring customer satisfaction and driving issue resolution through collaboration with various teams.
Business Process Automation (BPA)Cloud ManagementComputerE-SignatureInformation TechnologySaaSSoftware
Responsibilities
Provide outstanding technical support for the Docusign Intelligent Agreement Management (IAM) and associated services
Handle incoming support requests to troubleshoot customer inquiries, including but not limited to embedded systems issues, network and security-related impediments, external connectors, and multi-product workflows
Use broad technical product expertise within IAM areas to help customers increase adoption
Utilize tools such as Salesforce, Jira, Docusign internal admin console, log analysis utilities, SQL queries, and browser developer tools to diagnose complex issues
Identify improvements to the product, identify bugs, and otherwise determine high-impact opportunities to improve the customer experience
Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs
Manage escalated cases from internal channels and coordinate with Product and Engineering to drive timely resolution
Collaborate with peers to provide internal knowledge sharing and product training
Partner cross-functionally to improve diagnostic processes, documentation, and enablement content
Meet and exceed Docusign Customer Support service level goals for areas of IAM expertise
Continue to provide support for the candidate’s previous product specialization as needed until IAM case volume reaches full team capacity
Qualification
Required
Bachelor of Science degree in Computer Science, Engineering, or a related technical subject area
2+ years of SaaS troubleshooting experience in a Technical Support capacity or similar role
Experience troubleshooting web-based environments, including HTTP, JSON, SAML, OAuth, HTML, and CSS
Salesforce administration work experience
Experience with the IAM product, including but not limited to (Maestro, Navigator, Webforms, App Center, etc.)
Fluent in English
Preferred
Self-motivated, goal-oriented, interpersonal, and time management skills
Strong ability to learn and apply new technologies quickly
Effective communication skills, which are a key component of this role, with audiences that include customers, peers, and occasional executive presence
Ability to troubleshoot regular expressions and other complex data validation rules
Possesses a deep understanding of Docusign User Models
Expertise with web-based applications, web service APIs, monitoring tools (e.g., Dynatrace), and authentication technologies such as SAML and OAuth
Familiarity with structured query languages such as SQL and SOQL
Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
Ability to collaborate with peers across the organization without friction
Professional experience within relevant industries for which Docusign provides solutions
Microsoft System Administration work experience
Ability to participate in limited on-call rotations (evenings/weekends)
Multilingual skills in any Docusign-supported language
Company
Docusign
DocuSign helps small- and medium-sized businesses collect information, automate data workflows, and sign on various devices.
5001-10000 employees
H1B Sponsorship
Docusign has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (361)
2024 (337)
2023 (236)
2022 (249)
2021 (236)
2020 (115)
Funding
Current Stage
Public CompanyTotal Funding
$1.29BKey Investors
Bank of AmericaFounders Circle CapitalGreenspring Associates
2025-05-27Post Ipo Debt· $750M
2018-04-27IPO
2016-10-12Secondary Market
Leadership Team
Allan Thygesen
Chief Executive Officer
Sagnik Nandy
Chief Technology Officer
Recent News
2026-01-11
2026-01-11
2026-01-07
Company data provided by crunchbase