Provisioning Support Engineer

Job Description

Become a Provisioning Support Engineer and deliver outstanding end-to-end support for resolving issues related to account upgrades, provisioning, and the Provisioning Asset Group (PAG). Apply advanced troubleshooting methods and utilize AI-powered diagnostic tools to identify root causes and resolve escalated cases from incoming support channels. Take ownership of 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

1. Bachelor of Science degree in Computer Science, Engineering, a related technical discipline, or equivalent experience 2. 5+ years of SaaS network troubleshooting experience in a Technical Support or Network Operations Center (NOC) capacity 3. Experience utilizing AI-assisted troubleshooting tools or automated log analysis to resolve technical issues 4. Fluency in verbal and written English and Portuguese, with experience drafting technical documentation and presenting to stakeholders of varying technical backgrounds 5. Experience as a Subject Matter Expert for multiple disciplines across Docusign technologies (PAG and Provisioning knowledge) 6. 1+ years’ experience as a Support Expert specializing in Docusign technologies and Contract Lifecycle Management (CLM) workflows 7. Experience with Cloud Services architecture and troubleshooting regular expressions and debugging code 8. Experience analyzing and troubleshooting via internal logging tools and SQL 9. Mentorship experience with the ability to coach peers across various levels of technical expertise 10. Strong technical writing skills and organizational capabilities

Benefits

- Health insurance - Flexible work hours - Paid time off - Professional development opportunities - Remote work options