Provisioning Support Engineer, French, English Speaking

Remote role Full-time Open position

Job Description:

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:

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
English and French language fluency
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
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
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
Proven ability to draft technical documentation and present to stakeholders of varying technical backgrounds.

Benefits:

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