Provisioning Support Engineer, French, English Speaking

🕒 Abril 22

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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Docusign

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 2003

🛍️ Comércio Eletrônico

💸 Finanças

☁️ SaaS

eCommerce • Finance • SaaS

A Docusign é uma provedora líder de tecnologia de assinatura eletrônica e de Intelligent Agreement Management (IAM), permitindo que as organizações criem, gerenciem e protejam acordos de forma digital. Ela simplifica a gestão do ciclo de vida de contratos, automatiza processos documentais e aprimora a experiência do cliente ao transformar dados de acordos em insights acionáveis. Com uma plataforma confiável utilizada por milhões de pessoas no mundo todo, a Docusign ajuda empresas a reduzir riscos, economizar tempo e aumentar a eficiência em diversos setores, incluindo serviços financeiros, seguros, mercado imobiliário e governo.

Descrição

• 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

🎯 Requisitos

• 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 • 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.

🏖️ Benefícios

• Quality health insurance • Paid time off • Flexible work arrangements • Professional development opportunities • Remote work options