Provisioning Support Engineer (French Speaking)

Docusign is a leader in e-signature and contract lifecycle management solutions, serving over 1.5 million customers globally. The Provisioning Support Engineer serves as a strategic advisor and technical expert, providing exceptional support for account upgrades and complex technical issues to ensure customer success and satisfaction.

Responsibilities:

• 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, 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