Technical Support Engineer - IAM

Location: Egypt

Department: Customer Success, Consulting & Support

Work Mode: Remote

About the Role

DocuSign brings agreements to life, empowering over 1.5 million customers and a billion people across 180 countries to accelerate business and simplify lives through intelligent agreement management. As the #1 company in e-signature and contract lifecycle management (CLM), we unleash business-critical data trapped in documents, connecting it to systems of record to save time, money, and opportunity. Join our innovative culture where trust, equality, and bold ideas drive us to make the world more agreeable. As a Technical Support Engineer - IAM in our Customer Success, Consulting & Support team, you'll be a strategic customer advisor and the internal voice of our IAM customer base. Owning the end-to-end experience for complex technical issues, you'll drive resolutions through collaboration with Product, Engineering, and Support teams. As the subject matter expert for troubleshooting DocuSign IAM—including Maestro, Navigator, Webforms, App Center, and e-signature integrations—you'll combine deep technical prowess with business acumen to help customers unlock full IAM value, accelerate adoption, and innovate their agreement processes. This individual contributor role reports to the Senior Manager, Technical Support, and may include limited on-call evenings/weekends. You'll provide elite support using tools like Salesforce, Jira, admin consoles, SQL queries, and browser dev tools to diagnose embedded systems, security impediments, connectors, and workflows. Proactively identify bugs, product enhancements, and adoption opportunities while promoting DocuSign's ecosystem. Collaborate cross-functionally to refine diagnostics, documentation, and training, exceeding SLAs and supporting prior specializations during IAM ramp-up. Thrive in our equal-opportunity environment where your contributions fuel global impact. This is a remote position (#LI-Remote).

Key Responsibilities

• Provide outstanding technical support for DocuSign Intelligent Agreement Management (IAM) and associated e-signature services
• Handle incoming support requests, troubleshooting complex customer inquiries including embedded systems, network/security issues, external connectors, and multi-product workflows
• Leverage broad IAM expertise to drive customer adoption and realization of business value from DocuSign solutions
• Utilize diagnostic tools such as Salesforce, Jira, DocuSign admin console, log analyzers, SQL/SOQL queries, and browser developer tools to resolve issues
• Identify product improvements, bugs, and high-impact opportunities to enhance the customer experience with IAM and e-signature platforms
• Promote DocuSign products and services through consultative discussions evaluating customer needs
• Manage escalated cases, coordinating with Product, Engineering, and Support teams for timely resolutions
• Collaborate with peers for knowledge sharing, product training, and cross-functional improvements to diagnostics, documentation, and enablement
• Meet and exceed DocuSign Customer Support SLAs for IAM expertise areas
• Support previous product specializations as needed until IAM case volume scales to full capacity
• Act as a strategic advisor and voice of the IAM customer base, fostering innovation in agreement management

Required Qualifications

• Bachelor of Science degree in Computer Science, Engineering, or a related technical field
• 2+ years of SaaS troubleshooting experience in a Technical Support or similar role
• Experience troubleshooting web-based environments, including HTTP, JSON, SAML, OAuth, HTML, and CSS
• Salesforce administration experience
• Hands-on experience with DocuSign IAM products, including Maestro, Navigator, Webforms, App Center, and associated services
• Fluent in English (written and verbal)

Preferred Qualifications

• Deep understanding of DocuSign User Models and e-signature workflows
• Professional experience in industries served by DocuSign such as legal, finance, or real estate
• Microsoft System Administration experience
• Multilingual skills in any DocuSign-supported language
• Ability to participate in limited on-call rotations (evenings/weekends)

Required Skills

• SaaS troubleshooting and technical support
• Web technologies (HTTP, JSON, HTML, CSS)
• Authentication protocols (SAML, OAuth)
• Salesforce administration
• DocuSign IAM products (Maestro, Navigator, Webforms, App Center)
• SQL and SOQL querying
• Regular expressions and data validation
• Web service APIs and monitoring tools (e.g., Dynatrace)
• DocuSign User Models and e-signature workflows
• Browser developer tools and log analysis
• Effective communication with customers, peers, and executives
• Problem-solving under pressure
• Cross-functional collaboration
• Rapid learning of new technologies
• Time management and self-motivation
• Customer-focused business acumen

Benefits

• Competitive base salary and performance-based incentives
• Comprehensive health, dental, and vision insurance
• 401(k) retirement savings plan with company match
• Unlimited PTO and flexible remote work options
• Professional development stipend and learning opportunities
• Stock purchase plan and employee stock purchase program
• Wellness programs including mental health support
• Parental leave and family-friendly policies
• Volunteer time off and community impact initiatives

DocuSign is an Equal Opportunity Employer.