Provisioning Support Engineer

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

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 an Account Services Manager.
 

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

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.

Basic

• Bachelor of Science degree in Computer Science, Engineering, a related technical discipline, or equivalent experience

• 3+ 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
   

Preferred

• Subject Matter Expert for multiple disciplines across Docusign technologies (PAG and Provisioning knowledge is a significant plus)

• 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

• Japanese language proficiency.

• 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

• Excellent verbal and written English communication skills, with a proven ability to draft technical documentation and present to stakeholders of varying technical backgrounds

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $X/hour - $X/hour or $X - $X base salary

Illinois, Colorado, Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary

Washington DC: $X/hour - $X/hour or $X - $X base salary

Ohio: $X/hour - $X/hour or $X - $X base salary 

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

Working here

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.

Accommodation

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.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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