Technical Support Engineer - Salesforce

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

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. Collaborate with Engineering and Product to investigate defects, escalate critical issues, and improve platform functionality. Provide guidance on best practices, configuration, and architecture to drive customer adoption, and maintain technical documentation and knowledge base articles.

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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: 9 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. Collaborate with Engineering and Product to investigate defects, escalate critical issues, and improve platform functionality. Provide guidance on best practices, configuration, and architecture to drive customer adoption, and maintain technical documentation and knowledge base articles.
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.
  • •Manage support cases end-to-end from initial diagnosis through resolution and meet KPIs (SLA, response/resolution times, SAT%).
  • •Coordinate resolution of critical/high-priority cases by collaborating with cross-functional teams and escalating to Product Engineering as needed.
  • •Investigate customer-reported issues, analyze system behavior, and identify root causes using internal tools and troubleshooting methods.
  • •Create and maintain technical documentation and knowledge base articles to support internal teams and the broader support community.

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 roles.
  • •Experience with APIs, webhooks, OAuth authentication, and enterprise system integrations.
  • •Experience troubleshooting web-based applications and distributed systems in cloud environments.
  • •Proficiency analyzing logs and network traffic using tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools, or observability platforms.
Experience:3+ yearsSaaSCloudEnterprise integrationsSalesforce
Education:Bachelor's in Computer Science, Engineering, or related technical field
Skills:IndependenceProblem-solvingCommunicationAnalytical skillsPrioritization
Languages:English
Tech Stack:SalesforceDocusign Apps LauncherDocusign Gen for SalesforceDocusign Intelligent Agreement Management (IAM)APIsWebhooksOAuthSAMLSAML and OAuthWiresharkFiddlerCharles ProxyBrowser developer toolsObservability platformsSplunkDatadogGrafanaDynatraceScriptingPython

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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