[Hiring] Provisioning Support Engineer @Docusign

Role Description

The Provisioning Support Engineer is a strategic customer advisor and the technical voice for our customer base within the Docusign Agreement Cloud. In this role, you will act as the technical subject matter expert between customers and Docusign functional areas to assist with “white glove” provisioning of Enterprise upgrades, complex order reviews, and the management of the Provisioning Asset Group (PAG).

• Provide exceptional end-to-end support for issues related to account upgrades, provisioning, and the Provisioning Asset Group (PAG).
• Apply advanced troubleshooting techniques and utilize AI-powered diagnostic tools to identify root causes and resolve escalated cases from incoming support channels.
• Own customer issues via engineering interface to resolve technical bugs and influence the product development roadmap.
• Utilize a broad technical toolkit including Salesforce, Jira, SQL, browser developer tools, and internal Docusign proprietary logging systems.
• Use AI-driven text analysis and log-parsing tools to identify high-impact opportunities for product improvement and customer experience enhancement.
• Promote Docusign products and services through consultative evaluation of customer needs and service requirements.
• Partner with cross-functional teams, including Product, Engineering, and Account Management, to ensure alignment on customer success plans.
• Meet and exceed Docusign Customer Support service level goals and KPIs.
• Develop and deliver technical training and documentation to support enablement for both internal teams and customers.

Qualifications

• Bachelor of Science degree in Computer Science, Engineering, a related technical discipline, or equivalent experience.
• 5+ years of SaaS network troubleshooting experience in a Technical Support or Network Operations Center (NOC) capacity.
• Experience utilizing AI-assisted troubleshooting tools or automated log analysis to resolve technical issues.
• English and French language fluency.

Requirements

• Experience as a Subject Matter Expert for multiple disciplines across Docusign technologies (PAG and Provisioning knowledge).
• 1+ years’ experience as a Support Expert specializing in Docusign technologies and Contract Lifecycle Management (CLM) workflows.
• Familiarity with Cloud Services architecture and mastery of troubleshooting regular expressions and debugging code.
• Expertise analyzing and troubleshooting via internal logging tools and SQL.
• Mentorship experience with the ability to coach peers across various levels of technical expertise.
• Proficiency in reporting and presenting to executive audiences using Salesforce and Excel.
• Multi-lingual capabilities in Docusign supported languages.
• Proven ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
• Strong technical writing skills and organizational capabilities.
• Proven ability to draft technical documentation and present to stakeholders of varying technical backgrounds.

Benefits

• 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.
• Equal opportunity to succeed, be heard, exchange ideas openly, and build lasting relationships.
• Feel deep pride in the work you do, contributing to making the world better.