Technical Support Engineer - Salesforce (French Speaking)

DocuSign
Cairo
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Communication","Troubleshooting","Independence","Problem-solving","Prioritization"]

Diagnose and resolve technical issues for Docusign’s Salesforce integrations, managing support cases end-to-end while meeting SLA, response/resolution-time, and customer satisfaction targets. Collaborate with Product Engineering and internal teams to investigate defects, escalate critical issues, and improve platform functionality. Guide customers on best practices, configuration, and architecture, and maintain technical documentation and knowledge base articles. Participate in evening/weekend on-call as needed.

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DocuSign
DocuSign
3 days ago

Technical Support Engineer - Salesforce (French Speaking)

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Last checked: 3 hours agoStatus: Live

Job Summary

Diagnose and resolve technical issues for Docusign’s Salesforce integrations, managing support cases end-to-end while meeting SLA, response/resolution-time, and customer satisfaction targets. Collaborate with Product Engineering and internal teams to investigate defects, escalate critical issues, and improve platform functionality. Guide customers on best practices, configuration, and architecture, and maintain technical documentation and knowledge base articles. Participate in evening/weekend on-call as needed.
Location: Cairo
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.
  • •Manage support cases end-to-end from initial diagnosis through resolution.
  • •Meet KPIs including SLA adherence, case response/resolution times, customer satisfaction (SAT%), and case closure targets with well-documented resolutions.
  • •Coordinate resolution of critical/high-priority cases via cross-functional collaboration and escalation to Product Engineering when needed.
  • •Guide customers on best practices, product configuration/architecture, and create technical documentation and knowledge base articles.

Key Requirements

  • •3+ years of experience in SaaS application support, technical troubleshooting, or integration support roles.
  • •Experience with APIs, webhooks, OAuth authentication, and enterprise system integrations.
  • •Experience troubleshooting web-based applications and distributed systems in cloud environments.
  • •Ability to analyze logs and network traffic using tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools, and/or observability platforms (e.g., Splunk, Datadog, Grafana).
  • •Professional English proficiency (French preferred) plus strong written and verbal communication skills.
Experience:SaaSCloudEnterprise integrations
Education:Bachelor's in Computer Science, Engineering, or related technical field
Skills:CommunicationTroubleshootingIndependenceProblem-solvingPrioritization
Languages:EnglishFrench
Tech Stack:SalesforceAPIsWebhooksOAuthWiresharkFiddlerCharles ProxyBrowser developer toolsSplunkDatadogGrafanaDynatraceSAMLPythonJavaScriptJavaC#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
Glassdoor
Glassdoor: 3.6
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