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 Lead API Support Engineer, you will serve as a strategic technical authority within the Developer Support organization, driving excellence in the support of Docusign’s APIs, SDKs, and enterprise integrations. In this high-impact role, you will go beyond individual case resolution to act as a force multiplier for the team—mentoring senior engineers, defining global technical standards, and leading cross-functional initiatives with Engineering and Product.

You will own the resolution of the most critical and systemic technical issues, serving as the final point of escalation for complex API implementations. Additionally, you will play a key role in shaping the future of developer support by championing the adoption of AI tools, improving documentation, and influencing the product roadmap based on customer insights.

This position is an individual contributor role reporting to the Manager, Developer Support.

Responsibility

• Serve as a recognized Subject Matter Expert (SME) across multiple Docusign product areas and developer integrations, guiding customers and ISVs on enterprise-grade design patterns

• Own the resolution of the most complex, cross-functional technical cases and lead communication strategies during critical high-visibility escalations

• Identify recurring friction points for developers and drive significant improvements to processes, tooling, or documentation that scale beyond the immediate team

• Act as a key liaison between Developer Support and Engineering/Product teams, representing the customer voice in roadmap reviews and early access programs Lead internal training sessions, peer shadowing, and knowledge-sharing initiatives to elevate the technical proficiency of the global support team

• Champion the adoption of AI tools within the support workflow, designing prompts or automation scenarios to improve speed and accuracy for developer inquiries

• Architect and publish advanced technical tutorials, code samples, and white papers that define best practices for the external developer community

• Lead medium-to-high complexity projects that improve the organization's efficiency, such as new feature readiness or integration tool upgrades

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

• 8+ years of experience in technical consulting, developer support, or enterprise integration engineering

• Experience with REST/SOAP APIs, webhooks, and authentication standards (OAuth, SAML, OIDC)

• Experience eading, writing, and debugging code in multiple programming languages (e.g., C#, Java, Python, Node.js, PHP)

• Experience leading the resolution of high-priority technical escalations and coordinating across multiple teams

• Proven track record of mentoring peers and creating technical training materials

• Experience with SaaS infrastructure, cloud platforms (AWS/Azure), and modern development tools (GitHub, Postman)

• Bachelor’s degree in Computer Science, Engineering, or a related technical field

Preferred

• Experience implementing or supporting Docusign APIs and SDKs

• Experience designing or influencing integration best practices for enterprise systems (Salesforce, Microsoft, Oracle)

• Background in "AI Fluency"—experience using or integrating AI tools to optimize support workflows or developer experiences

• Demonstrated ability to influence Product and Engineering roadmaps based on technical data and customer feedback

• Experience with advanced troubleshooting tools (e.g., Splunk, Dynatrace, Fiddler) and network diagnostics

• Multilingual skills

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: $X/hour - $X/hour or $X - $X base salary

Illinois, Colorado, Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary

Washington DC: $X/hour - $X/hour or $X - $X base salary

Ohio: $X/hour - $X/hour or $X - $X 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

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

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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