Technical Support Engineer

Location: Egypt

Department: Customer Success, Consulting & Support

Work Mode: Remote

About the Role

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 business processes and simplify lives through intelligent agreement management. As the #1 company in e-signature and contract lifecycle management (CLM), Docusign unleashes 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 world-changing impact drive everything we do. The Technical Support Engineer (TSE) is a strategic customer advisor and the internal voice for our global customer base, focusing on DocuSign's Intelligent Agreement Management (IAM) platform and eSignature products. This individual contributor role, reporting to the Manager, Technical Support, acts as a liaison across DocuSign to resolve complex technical inquiries, expedite issue resolution, and empower customers to maximize adoption and value. You'll troubleshoot API integrations, embedded systems, security impediments, and multi-product workflows using tools like Salesforce, Jira, proprietary logging, and SQL, while identifying bugs and product enhancements in our cutting-edge ecosystem. In this remote position, you'll deliver exceptional support via multiple channels, promote DocuSign innovations through consultative engagement, handle escalations, and collaborate frictionlessly with peers to meet SLAs. Thrive in our dynamic environment by maintaining composure under pressure, leveraging deep product knowledge, and contributing to a culture of continuous improvement and customer success. At Docusign, you'll feel pride in work that makes the world more agreeable—because your expertise helps transform how businesses create, commit, and manage agreements.

Key Responsibilities

• Provide outstanding technical support for DocuSign Intelligent Agreement Management (IAM) platform and associated eSignature services
• Handle incoming support channels to troubleshoot complex customer inquiries including API integrations, embedded systems, network/security issues, 3rd-party integrations, and multi-product workflows
• Leverage broad technical expertise in IAM to drive customer adoption and value realization
• Utilize support tools such as Salesforce, Jira, DocuSign logging systems, SharePoint, browser dev tools, internal admin console, SQL, and text analysis to resolve issues efficiently
• Identify product improvements, bugs, and high-impact opportunities to enhance customer experience
• Promote DocuSign products and services through consultative discussions evaluating customer needs
• Handle escalated cases from internal channels and provide peer support on product knowledge and engagement strategies
• Act as a strategic liaison between customers and DocuSign functional areas to expedite complex issue resolution
• Meet and exceed DocuSign Customer Support SLAs in areas of IAM and eSignature expertise
• Collaborate across the organization to empower customers with innovative agreement management solutions

Required Qualifications

• Bachelor of Science degree in Computer Science, Engineering, or related technical field
• 2+ years of SaaS troubleshooting experience in a Technical Support role
• Experience with modern programming languages such as XML, C#, Python, PHP, JavaScript, or jQuery
• Proficiency troubleshooting web-based environments including HTTP, JSON, IIS, HTML, and CSS
• Log analysis experience using tools like Wireshark, Fiddler, Charles Proxy, or browser developer tools
• Salesforce administration experience
• Fluent in English (written and verbal)
• Experience with Microsoft Dynamics and/or SharePoint domain administration

Preferred Qualifications

• 2+ years supporting DocuSign eSignature and related products with deep understanding of DocuSign User Models
• Salesforce Admin certification(s)
• Microsoft System Administration and Windows PowerShell scripting experience
• Subject Matter Expert in at least one DocuSign technology vertical
• Familiarity with DocuSign Contract Lifecycle Management workflows and architecture
• Professional experience in industries served by DocuSign solutions

Required Skills

• SaaS troubleshooting and technical support
• Programming in XML, C#, Python, PHP, JavaScript, jQuery
• Web technologies: HTTP, JSON, IIS, HTML, CSS
• Log analysis with Wireshark, Fiddler, Charles Proxy, browser dev tools
• Salesforce administration and SOQL
• Microsoft Dynamics, SharePoint domain administration
• Web service APIs, SAML, OAuth authentication
• Monitoring tools like Dynatrace
• SQL querying and regular expressions
• DocuSign eSignature and IAM product expertise
• Effective communication with customers, peers, executives
• Problem-solving in high-pressure situations
• Self-motivation, time management, interpersonal skills
• Collaboration across organizations
• Customer adoption and consultative selling
• PowerShell scripting
• Contract Lifecycle Management workflows

Benefits

• Competitive 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.