Provisioning Support Engineer

🕒 April 20

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Docusign

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2003

🛍️ eCommerce

💸 Finance

☁️ SaaS

eCommerce • Finance • SaaS

Docusign is a leading provider of electronic signature technology and Intelligent Agreement Management (IAM), enabling organizations to create, manage, and secure agreements digitally. It simplifies contract lifecycle management, automates document processes, and facilitates customer experiences by transforming agreement data into actionable insights. With a trusted platform used by millions worldwide, Docusign helps businesses reduce risk, save time, and improve efficiency in various sectors, including financial services, insurance, real estate, and government.

📋 Description

• 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

🎯 Requirements

• Bachelor of Science degree in Computer Science, Engineering, or 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

🏖️ Benefits

• Reasonable accommodations for qualified individuals with disabilities • Technical training and documentation support