Technical Support Engineer - Salesforce

Company Overview Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM). What you'll do The Technical Support Engineer - Salesforce is responsible for diagnosing and resolving moderately complex technical issues related to Docusign for Salesforce integrations, serving as a key point of contact for customers and working closely with Engineering and Product teams to ensure timely issue resolution. This role focuses on independently managing support cases end-to-end, building deep product expertise, and consistently meeting SLA and customer satisfaction targets while contributing to knowledge sharing and incremental process improvements. This role may require working from 11:00 AM to 9:00 PM (Brazil time) and participating in an on-call rotation during evenings and weekends, based on operational needs. This position is an individual contributor role reporting to the Senior Director, Integrations and Developer Support. Responsibility Diagnose and resolve technical issues related to Docusign for Salesforce integrations, including managed packages such as Docusign Apps Launcher, Docusign Gen for Salesforce, Docusign Intelligent Agreement Management (IAM), and related integration services with Salesforce Lead the end-to-end customer technical experience by managing support cases from initial diagnosis through resolution Meet or exceed key performance indicators (KPIs) consistently, including SLA adherence, case response and resolution times, customer satisfaction (SAT%), and case closure targets, while maintaining high-quality, well-documented resolutions across all support engagements Coordinate resolution of critical and high-priority cases by collaborating with cross-functional teams and escalating issues to Product Engineering when necessary Collaborate with Product Engineering and internal teams to investigate defects, report product issues, and improve platform functionality Guide customers on best practices, product configuration, and architecture to accelerate product adoption and maximize platform value 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 Promote Docusign products and services through consultative discussions Partner with non-delivery teams to identify training needs and develop content Collaborate with cross-functional teams such as Product, Engineering, and Account Management to ensure alignment Job Designation Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time. Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law. What you bring Basic Bachelor's degree in Computer Science, Engineering, or 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 in troubleshooting web-based applications and distributed systems in cloud environments Experience analyzing logs and network traffic using tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools, or observability platforms (e.g., Splunk, Datadog, Grafana) Professional proficiency in spoken and written English Preferred Multi-lingual in Docusign-supported languages Knowledge of Salesforce and related certifications Experience supporting Docusign environments, including CLM workflows and related platform features Troubleshooting of regular expressions, code debugging, and complex data validation rules Knowledge of cloud security architectures and infrastructure Domain expertise in web-based applications, web service APIs, monitoring tools (e.g., Dynatrace), and authentication technologies such as SAML and OAuth Independence in work execution and problem-solving in dynamic and ambiguous environments Familiarity with scripting or programming languages such as Python, JavaScript, Java, or C# (XML/JSON as data formats) Excellent written and verbal communication skills Ability to prioritize multiple tasks and manage competing customer issues effectively Strong analytical and problem-solving skills in fast-paced technical environments Adoption of new technologies and application of learnings in daily work Communication with customers, peers, and executive audiences Life at Docusign Working here Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live. Accommodation Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at [email protected]. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance. Applicant and Candidate Privacy Notice #LI-Remote