About the job

Job title: DocuSign Support Analyst

Job location: Bangalore

The DocuSign Support Analyst is responsible for troubleshooting, maintaining, and optimizing DocuSign eSignature and digital transaction management (DTM) solutions within an enterprise environment. The role involves incident resolution, workflow optimization, API integration troubleshooting, security configuration, and compliance management to ensure seamless digital document signing experiences for business users.

DocuSign Administration & Support

Provide Level 2/3 support for DocuSign platform issues, including eSignature errors, document processing failures, and API-related incidents.

 Manage user accounts, roles, permissions, and access control in DocuSign Admin Console.

 Configure and troubleshoot Templates, PowerForms, and Workflows for automated document routing.

 Monitor system logs and audit trails to ensure document security and compliance.

 Handle envelope tracking, failed signature requests, and signing flow optimizations.

 API & Integration Support

Support integrations with enterprise applications such as Salesforce, SAP, Workday, ServiceNow, Microsoft 365, and custom CRM/ERP systems.

 Debug and troubleshoot DocuSign REST API requests and authentication issues (OAuth, JWT).

 Work with developers to resolve API rate limits, connectivity failures, and payload errors.

 Assist with webhook (DocuSign Connect) configurations for real-time event triggers.

Security & Compliance Management

Ensure SSO (Single Sign-On) integration with Okta, Azure AD, Ping Identity, etc..

 Enforce role-based access control (RBAC) and document retention policies.

 Ensure compliance with GDPR, HIPAA, SOC 2, and ISO 27001 for document security.

 Implement encryption and data masking policies for confidential contracts.

 Workflow & Automation Enhancements

 Work with business teams to improve eSignature adoption and efficiency.

CI/CD & Deployment Support

Manage CI/CD pipelines for DocuSign integrations using Jenkins, GitHub Actions, or Azure DevOps.

 Deploy and maintain custom DocuSign API applications.

 Implement Infrastructure-as-Code (Terraform, Ansible) for cloud-based DocuSign configurations.

Monitoring & Performance Optimization

Use Splunk, ELK Stack, or Azure Monitor to track API performance and system health.

 Identify and resolve latency issues in document signing and retrieval processes.

 Optimize bulk signing and batch processing operations for enterprise-level usage.

Collaboration & Documentation

Work in an Agile (Scrum/Kanban) environment with cross-functional teams.

 Document troubleshooting guides, SOPs, and best practices for DocuSign support.

 Conduct training sessions for business users and junior analysts.

🔹 Required Technical Skills

🔹 DocuSign eSignature, DocuSign CLM (Contract Lifecycle Management)

🔹 DocuSign REST API (OAuth, JWT authentication)

🔹 Integration experience with CRM/ERP systems (Salesforce, SAP, Workday, Microsoft 365, ServiceNow)

🔹 Scripting (Python, JavaScript, PowerShell) for automation

🔹 Cloud platforms (AWS, Azure, GCP) for document storage and processing

🔹 CI/CD tools (Jenkins, GitHub Actions, GitLab CI/CD)

🔹 Security & compliance frameworks (GDPR, HIPAA, SOC 2, ISO 27001)

🔹 Soft Skills Required

✔ Strong analytical and problem-solving skills for debugging and troubleshooting.

✔ Communication & collaboration with IT, business users, and vendors.

✔ Customer-focused mindset to ensure smooth document workflow experiences.

✔ Ability to work in a 24/7 production support environment (on-call rotations may be required).

🔹 Preferred Certifications

DocuSign Administrator Certification

DocuSign API Certification

AWS or Azure Certifications (for cloud-hosted deployments)