Remote CLM & Analytics Tech Support Engineer II

DocuSign; United States; Remote; USD 110,000 - 140,000; Full time

Job summary

DocuSign seeks a Technical Support Engineer II for CLM & Analytics to act as a hands-on technical specialist and trusted advisor. You will manage complex support cases across CLM/IAM and multi-product workflows, collaborating with Product and Engineering to accelerate resolution and maximize customer value.

You will participate in on-call rotations, mentor peers, and contribute to knowledge bases while ensuring high-quality, well-documented solutions in a fast-paced environment.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field.
• 5+ years of SaaS application support, technical troubleshooting, or integration support roles.
• Experience with XML, C#, Python, JavaScript/jQuery, Apex, or similar languages.
• Experience with log and network diagnostic tools (Wireshark, Fiddler, browser dev tools).
• Professional proficiency in spoken and written English.

Responsibilities

• Diagnose and resolve CLM/IAM related technical issues and integrations.
• Lead end-to-end customer technical experience from diagnosis to resolution.
• Meet or exceed KPIs including SLA adherence and CSAT targets.
• Coordinate resolution of high-priority cases with cross-functional teams.
• Create and maintain technical docs and knowledge base articles.

Skills

SaaS support

Troubleshooting

XML/C#/Python/JS

Log analysis tools

Customer communication

English proficiency

MBI clearance

Education

Bachelor's in CS/Engineering

Tools

Salesforce

Jira

SQL

SOQL

Browser dev tools

Job description

DocuSign seeks a Technical Support Engineer II for CLM & Analytics to act as a hands-on technical specialist and trusted advisor. You will manage complex support cases across CLM/IAM and multi-product workflows, collaborating with Product and Engineering to accelerate resolution and maximize customer value.

You will participate in on-call rotations, mentor peers, and contribute to knowledge bases while ensuring high-quality, well-documented solutions in a fast-paced environment.