Technical Support Engineer - Salesforce

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

Diagnose and resolve moderately complex technical issues for Docusign’s Salesforce integrations, owning support cases end-to-end while meeting SLA and customer satisfaction targets. Collaborate with Engineering and Product to investigate defects, escalate critical issues, and help improve platform functionality. Guide customers on best practices, configurations, and architecture, troubleshoot root causes using logs and network tools, and create knowledge base documentation. Participate in evening/weekend on-call when needed.

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FursaFursa
DocuSign
DocuSign
1 day ago

Technical Support Engineer - Salesforce

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Last checked: 11 hours agoStatus: Live

Job Summary

Diagnose and resolve moderately complex technical issues for Docusign’s Salesforce integrations, owning support cases end-to-end while meeting SLA and customer satisfaction targets. Collaborate with Engineering and Product to investigate defects, escalate critical issues, and help improve platform functionality. Guide customers on best practices, configurations, and architecture, troubleshoot root causes using logs and network tools, and create knowledge base documentation. Participate in evening/weekend on-call when needed.
Location: Ireland
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 and related integration services
  • •Manage end-to-end customer support cases from initial diagnosis through resolution
  • •Meet KPIs including SLA adherence, case response/resolution times, customer satisfaction, and case closure targets with well-documented resolutions
  • •Coordinate resolution of critical/high-priority cases with cross-functional teams and escalate to Product Engineering when necessary
  • •Guide customers on best practices, product configuration, and architecture; investigate root causes and create 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
  • •Experience troubleshooting web-based applications and distributed systems in cloud environments
  • •Strong troubleshooting and observability skills, including analyzing logs and network traffic with tools such as Wireshark, Fiddler, Charles Proxy, and observability platforms (e.g., Splunk, Datadog, Grafana)
Experience:3+ yearsSaaSCloudSalesforce integrationsIntegration supportWeb-based applicationsObservability
Education:Bachelor's
Skills:IndependenceProblem-solvingCommunicationDocumentationCustomer focus
Languages:English
Tech Stack:SalesforceDocusign Apps LauncherDocusign Gen for SalesforceDocusign Intelligent Agreement Management (IAM)APIsWebhooksOAuthSAMLXMLJSONPythonJavaScriptJavaC#WiresharkFiddlerCharles ProxySplunkDatadogGrafana

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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