Technical Support Engineer - Salesforce

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

Diagnose and resolve moderately complex technical issues for Docusign’s Salesforce integrations, managing support cases end-to-end while meeting SLA and customer satisfaction targets. Serve as the key contact for customers, collaborate with Engineering and Product to escalate critical cases and investigate defects, and guide customers on best practices, configuration, and architecture to drive adoption. Maintain technical documentation and knowledge base articles and may participate in evening/weekend on-call rotations.

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FursaFursa
DocuSign
DocuSign
1 day ago

Technical Support Engineer - Salesforce

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Diagnose and resolve moderately complex technical issues for Docusign’s Salesforce integrations, managing support cases end-to-end while meeting SLA and customer satisfaction targets. Serve as the key contact for customers, collaborate with Engineering and Product to escalate critical cases and investigate defects, and guide customers on best practices, configuration, and architecture to drive adoption. Maintain technical documentation and knowledge base articles and may participate in evening/weekend on-call rotations.
Location: Cairo
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Diagnose and resolve technical issues for Docusign for Salesforce integrations, including managed packages.
  • •Manage support cases end-to-end and meet KPIs for SLA adherence, response/resolution times, customer satisfaction, and case closure.
  • •Coordinate resolution of critical/high-priority cases by collaborating with cross-functional teams and escalating to Product Engineering when needed.
  • •Investigate defects and root causes with Engineering and internal teams; report product issues and help improve platform functionality.
  • •Guide customers on best practices, product configuration, and architecture; create and maintain technical documentation and knowledge base articles.

Key Requirements

  • •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.
  • •Strong troubleshooting of web-based and distributed systems in cloud environments, including log and network analysis.
  • •Professional proficiency in spoken and written English.
Experience:3+ yearsSaaSIntegrationsCloud
Education:Bachelor's
Skills:CommunicationProblem-solvingIndependencePrioritizationCustomer communication
Certifications:Salesforce certifications
Languages:English
Tech Stack:SalesforceAPIsWebhooksOAuthSAMLScriptingPythonJavaScriptJavaC#XMLJSONWiresharkFiddlerCharles ProxyBrowser developer toolsSplunkDatadogGrafanaDynatrace

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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