Provisioning Support Engineer

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Deliver outstanding end-to-end assistance for issues concerning account upgrades, provisioning, and the Provisioning Asset Group (PAG).

• Employ advanced troubleshooting methods and leverage AI-driven diagnostic tools to pinpoint root causes and resolve escalated inquiries from support channels.

• Take ownership of customer issues through engineering interface to address technical bugs and influence the product development trajectory.

• Utilize a comprehensive technical toolkit, which includes Salesforce, Jira, SQL, browser developer tools, and proprietary logging systems from Docusign.

• Implement AI-powered text analysis and log-parsing tools to uncover significant opportunities for product enhancement and improvement of customer experience.

• Advocate for Docusign products and services through a consultative assessment of customer needs and service requirements.

• Collaborate with cross-functional teams such as Product, Engineering, and Account Management to ensure alignment on customer success strategies.

• Achieve and surpass Docusign Customer Support service level objectives and KPIs.

• Create and present technical training and documentation to facilitate enablement for both internal teams and customers.

⛳️ Requirements

• Bachelor of Science in Computer Science, Engineering, a related technical field, or equivalent professional experience.

• Over 5 years of experience in SaaS network troubleshooting in a Technical Support or Network Operations Center (NOC) role.

• Proficiency in using AI-assisted troubleshooting tools or automated log analysis to address technical challenges.

• Fluent in both spoken and written English and Portuguese, with experience in drafting technical documentation and presenting to stakeholders with diverse technical backgrounds.

• Proven experience as a Subject Matter Expert across multiple disciplines within Docusign technologies (knowledge of PAG and Provisioning).

• At least 1 year of experience as a Support Expert with a focus on Docusign technologies and Contract Lifecycle Management (CLM) processes.

• Familiarity with Cloud Services architecture and proficiency in troubleshooting regular expressions and debugging code.

• Experience in analyzing and troubleshooting using internal logging tools and SQL.

• Mentorship experience with the capability to coach peers across different levels of technical proficiency.

• Excellent technical writing skills and strong organizational abilities.

🏝️ Benefits

• Health insurance

• Flexible work hours

• Paid time off

• Professional development opportunities

• Remote work options