Provisioning Support Engineer

Docusign

Provisioning Support Engineer providing technical expertise and support within Docusign's Agreement Cloud. Utilizing advanced troubleshooting for account upgrades and provisioning, with a customer success focus.

Posted 4/20/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingSaaSSQLAI-assisted troubleshootinglog analysistechnical supportnetwork operationstechnical documentationcustomer experience enhancementproduct improvement

Soft Skills

customer supportconsultative evaluationcross-functional collaborationcommunicationproblem-solvingtrainingalignmentinfluencecustomer successservice level goals