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