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).

The Lead Technical Support Engineer P4 - eSign owns the customer experience for complex technical issues, driving resolution through collaboration across Product, Engineering, and Support teams. In this role you will be the subject matter expert for troubleshooting issues related to eSign and associated services. By combining deep technical understanding with business acumen, you will help customers realize the full value of DocuSign eSign and accelerate adoption across their organizations. This role is scoped to be a combination of case work and proactive/project work. The position may require on-call participation on some evenings and weekends.

This is an individual contributor role reporting to Manager, Technical Support.

Responsibility

• Serve as the primary point of contact (POC) between Support and Product/Engineering for the eSign ecosystem. Drive continuous improvement through close collaboration with Product Managers and Engineers by proactively tracking bugs, following up on resolutions, and advocating for customer-impacting fixes and enhancements

• Assess and improve the overall eSign Support experience (Core+ and eSign Specialized) by identifying systemic issues, analyzing trends, and proposing scalable improvements that enhance customer satisfaction, agent efficiency, and product quality

• Demonstrate extensive SaaS network troubleshooting experience within DocuSign eSignature, including a deep understanding of eSign product functionality, infrastructure, and integrations

• Act as a subject matter expert (SME) for eSign, serving as an escalation point for the most complex customer issues and providing expert-level guidance to peers and cross-functional stakeholders

• Resolve advanced technical issues independently, leveraging deep product knowledge and tools such as Salesforce, Jira, DocuSign Admin Console, log analysis utilities, SQL queries, and browser developer tools

• Exhibit broad experience supporting diverse customer environments and use cases, maintaining consistent quality and timely resolution across all interactions

• Mentor and coach Technical Support Engineers (TSEs) to strengthen technical expertise, diagnostic capability, and customer engagement quality across the eSign Support organization

• Identify recurring product issues and propose proactive improvements to prevent escalations and reduce customer friction

• Partner cross-functionally with Support Operations, Enablement, and Product teams to improve documentation, troubleshooting frameworks, and readiness content for new features and releases

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.

Basic

• Bachelor of Science degree in Computer Science, Engineering, or a related technical subject area
• 8+ 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
• Fluent in English
  
  

Preferred

• Proven ability to exceed expectations in Senior KPIs
• Strong organizational skills with the ability to prioritize effectively
• Self-motivated, goal-oriented, interpersonal, and time management skills
• Proficient knowledge with the eSign product
• Salesforce administration work experience
• Effective communication skills with audiences that include customers, peers, and occasional executive presence
• Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools, or similar
• 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 troubleshoot regular expressions and other complex data validation rules
• Ability to collaborate with peers across the organization without friction
• Professional experience within relevant industries for which Docusign provides solutions
• Ability to participate in limited on-call rotations (evenings/weekends)

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $112,800.00 - $175,000.00 base salary

Illinois, Colorado, Massachusetts and Minnesota: $106,900.00 - $147,025.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $106,900.00 - $155,100.00 base salary

Washington DC: $112,800.00 - $155,100.00 base salary

Ohio: $94,500.00 - $129,900.00 base salary 

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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