Technical Customer Support

ABOUT THE ROLE

The Technical Support Engineer is responsible for providing advanced technical support for a SaaS platform by diagnosing and resolving complex customer issues related to APIs, integrations, authentication, custom configurations, and application functionality. The role involves troubleshooting using tools such as Postman, supporting API and OAuth integrations (including DocuSign), investigating Groovy scripts and workflow issues, analyzing logs, reproducing defects, and collaborating with Engineering, Product, and Professional Services teams to deliver timely resolutions while ensuring a high level of customer satisfaction.

KEY RESPONSIBILITIES

• Investigate and resolve complex technical issues within the SaaS application.
• Troubleshoot REST APIs using Postman and interpret JSON/XML responses.
• Support API authentication methods including OAuth 2.0, API keys, and bearer tokens.
• Diagnose and resolve issues with third-party integrations (e.g., DocuSign, Microsoft 365, Salesforce, ERP/CRM systems).
• Analyze and troubleshoot Groovy scripts, custom workflows, and automation.
• Support and investigate blockchain-related transactions and document workflows (where applicable).
• Review application, server, and integration logs to identify root causes.
• Reproduce customer-reported issues in test environments.
• Work closely with Development, QA, DevOps, and Product teams on defect resolution.
• Create detailed bug reports, feature requests, and technical documentation.
• Develop and maintain knowledge base articles and troubleshooting guides.
• Assist customers with configuration, onboarding, and best practices.
• Monitor system performance and proactively identify recurring issues.
• Participate in release validation and regression testing for new features.

REQUIREMENTS

• REST APIs, JSON, XML
• Postman
• OAuth 2.0, JWT, API authentication
• Groovy scripting
• SQL (basic to intermediate)
• Webhooks
• Integration troubleshooting
• Blockchain concepts (if used by the application)
• DocuSign API and OAuth
• HTTP/HTTPS protocols and status codes
• Git/Jira/Confluence
• Log analysis and debugging
• Windows/Linux fundamentals
• Cloud-based SaaS environments (AWS/Azure/GCP is a plus)

MUST HAVE

• Experience with Groovy scripting or other scripting languages.
• Knowledge of DocuSign API and OAuth integrations.
• Basic to intermediate SQL skills for querying and validating data.

NICE TO HAVE

• Experience with Groovy scripting or other scripting languages.
• Knowledge of DocuSign API and OAuth integrations.
• Experience supporting blockchain-based applications or document workflows.
• Familiarity with Git and Confluence.
• Understanding of Linux/Unix and Windows environments.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud Platform (GCP).
• Knowledge of CI/CD pipelines and DevOps concepts.

Experience with monitoring and logging tools such as Splunk, Kibana, Grafana, or Datadog.