Taking applicationsTechnical Support·Posted 4d ago
Technical Support Engineer II ‑ CLM & Analytics
Docusign
Egypt
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Egypt
EnglishMid level
About the role
Technical support role for Docusign's Contract Lifecycle Management and Intelligent Agreement Management products, handling complex customer cases end to end. It is a remote, full-time position listed for Egypt and requires 5+ years of SaaS technical support experience plus weekend on-call rotations.
What you'll do
- Diagnose and resolve CLM/IAM technical issues
- Manage support cases end to end
- Meet SLA, response, resolution and CSAT targets
- Escalate critical cases to Product Engineering
- Collaborate with Product, Engineering and Account Management
- Guide customers on configuration and best practices
- Investigate root causes using logs and diagnostic tools
- Create and maintain knowledge base articles
What you'll need
- Bachelor's in Computer Science, Engineering or equivalent
- 5+ years in SaaS application or integration support
- Experience with XML, C#, Python, PHP, JavaScript or similar
- Experience with Wireshark, Fiddler, browser dev tools or Grafana
- Ability to prioritize competing customer issues
- Strong customer and executive communication
- Professional proficiency in English
- Weekend on-call rotation availability
Skills
Technical troubleshootingCLM/IAM product supportSaaS integrationsXML/C#/Python/PHP/JavaScriptLog and network diagnosticsSalesforce/JiraSQL analysisTechnical documentation
Benefits
Remote work
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