Provisioning Support Engineer - Remote Eligible

Provisioning Support Engineer

The Provisioning Support Engineer is a strategic customer advisor and the technical voice for our customer base within the Docusign Agreement Cloud. In this role, you will act as the technical subject matter expert between customers and Docusign functional areas to assist with "white glove" provisioning of Enterprise upgrades, complex order reviews, and the management of the Provisioning Asset Group (PAG). You will leverage AI-driven diagnostic tools and automation to expedite the resolution of complex technical issues, ensuring customers achieve maximum value and adoption. You are a resilient problem-solver, comfortable getting your hands dirty in technical logs and system configurations to stabilize customer environments and influence the product development roadmap.

This position is an individual contributor role reporting to the Director, Account Services.

Responsibility

• 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

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What You Bring

Basic

• 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
• Fluency in verbal and written English and Portuguese, with experience drafting technical documentation and presenting to stakeholders of varying technical backgrounds

Preferred

• 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
• Experience with Cloud Services architecture and troubleshooting regular expressions and debugging code
• Experience analyzing and troubleshooting via internal logging tools and SQL
• Mentorship experience with the ability to coach peers across various levels of technical expertise
• Experience reporting and presenting to executive audiences using Salesforce and Excel
• Spanish language proficiency
• Multi-lingual capabilities in Docusign supported languages
• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
• Strong technical writing skills and organizational capabilities

Life at DocuSign

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what's right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you'll be loved by us, our customers, and the world in which we live.

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

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