Technical Support Engineer - Salesforce

DocuSign
Brazil
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: bachelorsSkills: ["Independence","Analytical thinking","Problem-solving","Communication","Prioritization"]

Diagnose and resolve moderately complex technical issues for Docusign’s Salesforce integrations, managing support cases end-to-end while meeting SLA, KPI, and customer satisfaction targets. Partner with Engineering and Product to investigate defects, escalate critical cases, and improve platform functionality. Provide guidance on best practices, configuration, and architecture, analyze logs and network traffic to identify root causes, and maintain technical documentation and a knowledge base.

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FursaFursa
DocuSign
DocuSign
1 day ago

Technical Support Engineer - Salesforce

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live
Reposted: similar role first listed 1 week ago

Job Summary

Diagnose and resolve moderately complex technical issues for Docusign’s Salesforce integrations, managing support cases end-to-end while meeting SLA, KPI, and customer satisfaction targets. Partner with Engineering and Product to investigate defects, escalate critical cases, and improve platform functionality. Provide guidance on best practices, configuration, and architecture, analyze logs and network traffic to identify root causes, and maintain technical documentation and a knowledge base.
Location: Brazil
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Diagnose and resolve technical issues related to Docusign for Salesforce integrations, including managed packages like Apps Launcher and Gen for Salesforce.
  • •Manage customer support cases end-to-end, from initial diagnosis through resolution, meeting SLA adherence, response/resolution times, customer satisfaction, and closure targets.
  • •Coordinate resolution of critical and high-priority cases by collaborating with cross-functional teams and escalating to Product Engineering when needed.
  • •Investigate defects and improve platform functionality by analyzing system behavior, identifying root causes, and reporting product issues.
  • •Guide customers on best practices, product configuration and architecture; create and maintain technical documentation and knowledge base articles.

Key Requirements

  • •Basic Bachelor's degree in Computer Science, Engineering, or a related technical field.
  • •3+ years of experience in SaaS application support, technical troubleshooting, or integration support.
  • •Experience with APIs, webhooks, OAuth authentication, and enterprise system integrations.
  • •Ability to troubleshoot web-based applications and distributed systems in cloud environments and analyze logs and network traffic using tools such as Wireshark/Fiddler/Charles Proxy and observability platforms.
  • •Familiarity with scripting/programming languages such as Python, JavaScript, Java, or C#, and troubleshooting of complex validation rules.
Experience:3+ yearsSaaS
Education:Bachelor's in Computer Science, Engineering, or related technical field
Skills:IndependenceAnalytical thinkingProblem-solvingCommunicationPrioritization
Languages:English
Tech Stack:SalesforceAPIsWebhooksOAuthSAMLCLMWiresharkFiddlerCharles ProxyBrowser developer toolsSplunkDatadogGrafanaDynatracePythonJavaScriptJavaC#XMLJSON

Company Brief

DocuSign
Provides a cloud-based electronic signature and intelligent agreement management platform that automates document workflows, identity verification, contract lifecycle management, and agreement analytics for enterprises and individuals worldwide.
Industry: LegalTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2003
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Glassdoor: 3.6
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