Technical Customer Support

About the role

Technical investigation and integrations

• Investigate and resolve complex SaaS application issues; troubleshoot REST APIs with Postman and interpret JSON/XML responses.
• Support OAuth 2.0, API keys, and bearer-token authentication.
• Diagnose third-party integrations such as DocuSign, Microsoft 365, Salesforce, and ERP/CRM systems.
• Troubleshoot Groovy scripts, custom workflows, and automation; investigate blockchain-related transactions and document workflows where applicable.
• Review application, server, and integration logs; reproduce reported issues in test environments.

Customer support and collaboration

• Collaborate with Development, QA, DevOps, and Product teams on defect resolution.
• Create bug reports, feature requests, and technical documentation; maintain knowledge base articles and troubleshooting guides.
• Assist customers with configuration, onboarding, and best practices.
• Monitor performance and recurring issues; participate in release validation and regression testing.

Must-have qualifications

• Experience with Groovy scripting or another scripting language.
• Knowledge of DocuSign API and OAuth integrations.
• Basic to intermediate SQL skills for querying and validating data.
• The requirements list includes REST APIs, JSON, XML, Postman, OAuth 2.0, JWT, API authentication, webhooks, integration troubleshooting, HTTP/HTTPS, and status codes.

Additional and preferred knowledge

• Nice-to-have experience includes blockchain-based applications or document workflows, Git and Confluence, and Linux/Unix or Windows environments.
• Cloud platforms such as AWS, Azure, or GCP, CI/CD and DevOps concepts, and monitoring/logging tools such as Splunk, Kibana, Grafana, or Datadog are additional knowledge areas.