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Role Description

As a Technical Support Engineer specializing in Microsoft services, you will act as a trusted advisor to customers while serving as a technical escalation point for complex issues related to Docusign’s Microsoft integrations. You will provide exceptional support across APIs, network environments, and web-based workflows, helping customers maximize adoption and performance. You’ll collaborate cross-functionally with Engineering, Product, and Support teams to solve problems and advocate for product improvements that enhance customer experience. This role is part of our global Customer Success team and plays a critical role in ensuring service excellence and operational efficiency.

This position is an individual contributor role reporting to a Technical Support Manager.

Responsibilities

• Provide advanced technical support for Docusign’s Microsoft integrations, including SharePoint, Power Automate, Dynamics, and Logic Apps.
• Manage and resolve escalated support cases related to API usage, embedded workflows, network issues, authentication, and system integrations.
• Use technical expertise to increase customer adoption and troubleshoot complex scenarios.
• Analyze product logs and network traces using tools such as Wireshark, Fiddler, and browser developer tools.
• Utilize tools like Salesforce, Jira, internal admin consoles, and logging systems to track and resolve support cases.
• Identify product defects and suggest improvements to enhance Microsoft-related customer workflows.
• Promote Docusign solutions through consultative dialogue and understanding of support needs.
• Meet or exceed service level goals specific to the Microsoft integration support domain.
• Work early hours required (6 am - 3 pm local time preferred).

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline.
• 3+ years of experience in SaaS technical support or NOC roles.
• Experience troubleshooting in web-based environments (HTTP, JSON, HTML, CSS, IIS).
• Hands-on experience with Microsoft SharePoint (on-prem and SaaS), Power Automate, Dynamics, and Logic Apps.
• Experience with Windows PowerShell scripting.
• Prior experience in Microsoft system administration.
• Experience with log analysis tools such as Wireshark, Fiddler, or Charles Proxy.
• Ability to work US-Pacific timezone.

Preferred Qualifications

• 1+ years as a Support Expert for Docusign or similar technologies.
• Experience supporting embedded signing, On-Demand Signature Service, or DocuSign Central.
• Familiarity with DocuSign CLM workflows and architecture.
• Mastery of regular expressions, code debugging, and complex data validation.
• Experience with REST and SOAP APIs, SDKs, and authentication (SAML, OAuth).
• Prior use of Dynatrace or similar monitoring tools.
• Experience with internal logging tools and backend troubleshooting.
• Microsoft certifications or equivalent industry credentials.
• Professional experience in a relevant vertical supported by Docusign.
• Strong communication skills across technical and non-technical audiences.
• Self-motivated and goal-oriented with excellent organizational and time management skills.

Wage Transparency

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

Benefits

• 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.

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.

EEO Statement

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.