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Docusign

Provisioning Support Engineer

Docusign

. Provide exceptional end-to-end support for issues related to account upgrades, provisioning, and the Provisioning Asset Group (PAG) .

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

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingSaaSSQLAI-assisted troubleshootinglog analysistechnical supportnetwork operationstechnical documentationcustomer experience enhancementproduct improvement
Soft Skills
customer supportconsultative evaluationcross-functional collaborationcommunicationproblem-solvingtrainingalignmentinfluencecustomer successservice level goals