Trust & Safety Analyst

Location: Bengaluru, India

Department: Security

Work Mode: Hybrid

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 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. 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). It's an exciting time to join us as we build a new Trust & Safety team at the forefront of securing our innovative e-signature platform. As a Trust & Safety Analyst, you'll be a key driver in our proactive efforts to maintain a secure and trustworthy environment for millions of users worldwide. You will monitor customer activity, enforce terms of service policies, and leverage advanced tooling to identify and mitigate emerging fraud threats in high-volume agreement workflows. Conducting initial investigations into reported activity, analyzing data for fraud trends, and providing detailed, defensible findings, you'll support our broader objectives to protect the platform's integrity. This individual contributor role, reporting to the Senior Manager, Trust & Safety, requires developing proficiency while working collaboratively with cross-functional partners in Product, Engineering, and Policy to uphold our brand. You'll participate in an on-call rotation to respond to incidents swiftly, contribute evidence-based feedback to refine policies, and recommend system changes that deter abuse and enhance automated detection. Our hybrid designation means dividing time between in-office collaboration (minimum 2 days per week) and remote work, fostering DocuSign's culture of innovation, trust, and inclusivity. At DocuSign, we're committed to building trust and making the world more agreeable—starting with our team. Join us to feel deep pride in safeguarding the platform that powers global agreements, while thriving in an equal-opportunity environment where your ideas drive impact. #LI-Hybrid #LI-SV6

Key Responsibilities

• Investigate and analyze complex patterns of customer-driven platform feature abuse using detailed customer activity logs and internal data sources in DocuSign's Intelligent Agreement Management platform
• Monitor customer activity and platform transactions to detect and prevent fraudulent activities, terms of service violations, and brand-damaging content or behavior
• Monitor for and investigate intellectual property infringement, trademark misuse, and other activities that could harm DocuSign’s brand reputation and integrity
• Assist in the analysis of safety data to identify trends, patterns, and anomalies, contributing to a deeper understanding of internal platform and external brand risk
• Collaborate closely with Product, Engineering, and Policy teams to recommend and implement product and system changes that deter platform abuse, close vulnerabilities, and improve automated detection models for e-signatures
• Adhere to established guidelines and procedures for terms of service enforcement and investigations, ensuring consistency, fairness, and compliance in all abuse-related decisions
• Contribute to the refinement of trust and safety policies and procedures by providing evidence-based feedback rooted in investigations, feature abuse analysis, and emerging fraud trends
• Conduct initial investigations into reported customer activity, analyze data for fraud trends, and provide detailed findings that support broader team objectives
• Participate in on-call rotation to respond to incidents and maintain platform security in real-time
• Leverage advanced tooling to proactively identify and mitigate emerging fraud threats in high-volume agreement workflows

Required Qualifications

• Bachelor's degree in a related analytical field (e.g., Data Analytics, Criminology, Computer Science) or equivalent experience analyzing complex data for fraud or risk
• 2+ years of experience in trust and safety, fraud detection, or a related field, preferably focused on customer-driven platform abuse within a high-volume tech environment
• Ability to analyze customer activity data, identify subtle or novel suspicious activity/abuse patterns, and document clear, defensible findings for policy action
• Working knowledge of relevant data privacy regulations (e.g., GDPR, CCPA) and how they impact the ethical analysis and use of customer data for fraud prevention
• Demonstrated ability to work independently, manage a high volume of investigative priorities, and drive results without direct supervision
• Commitment to integrity, ethical standards, and data security when handling sensitive customer information and making decisions regarding account suspension or penalty
• Experience monitoring and enforcing terms of service in a digital platform environment

Preferred Qualifications

• Proven experience proactively identifying and analyzing platform feature abuse and emerging fraud trends in e-signature or agreement management platforms
• Proficiency analyzing customer activity logs and actionable intelligence using SQL and other data analysis tools
• Proficiency with project management and ticketing tools like JIRA
• Experience collaborating with Product, Engineering, and Policy teams to improve detection models
• Background in high-volume SaaS environments with focus on intellectual property protection

Required Skills

• Fraud detection and pattern recognition
• Data analysis using SQL and log parsing
• Customer activity monitoring
• Terms of service enforcement
• Intellectual property investigation
• Trend and anomaly detection
• Cross-functional collaboration
• Policy development and refinement
• Independent prioritization and time management
• Ethical decision-making with sensitive data
• Problem-solving and sound judgment
• Written and verbal communication
• Attention to detail in large datasets
• Project management with tools like JIRA
• Knowledge of data privacy regulations
• On-call incident response

Benefits

• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with company match
• Unlimited PTO and flexible time off policies
• Professional development stipend and learning opportunities
• Stock purchase plan and employee stock purchase program
• Parental leave and family-friendly benefits
• Wellness programs including gym memberships and mental health support
• Hybrid work model with collaborative office spaces
• Volunteer time off and community impact initiatives

DocuSign is an Equal Opportunity Employer.