Provisioning Support Engineer

Docusign

Provisioning Support Engineer providing technical support and troubleshooting for Docusign products. Engage with customers to ensure successful account provisioning and issue resolution through AI-driven tools.

Posted 4/22/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudSQL

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, 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
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
Strong technical writing skills and organizational capabilities

Benefits

Comp & perks

Health insurance
Flexible work hours
Paid time off
Professional development opportunities
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SaaS network troubleshootingAI-assisted troubleshooting toolsautomated log analysisSQLCloud Services architecturedebugging codetechnical writingtroubleshooting regular expressionsDocusign technologiesContract Lifecycle Management (CLM) workflows

Soft Skills

mentorshipcoachingorganizational capabilitiesconsultative evaluationcommunicationtechnical documentation draftingpresentation skillscustomer success focuscross-functional collaborationproblem-solving