Provisioning Support Engineer (French & English Speaking)

About the role

DocuSign is looking for a bilingual (French & English) Provisioning Support Engineer to act as a strategic advisor for enterprise customers using the Agreement Cloud. You will be the technical voice that guides customers through complex upgrades, order reviews, and the management of the Provisioning Asset Group.

Key responsibilities

• Provide end‑to‑end support for account upgrades, provisioning, and the Provisioning Asset Group (PAG).
• Apply advanced troubleshooting and AI‑driven diagnostic tools to resolve escalated technical issues.
• Collaborate with engineering to address bugs and influence product roadmap.
• Utilize Salesforce, Jira, SQL, browser developer tools, and internal logging systems to investigate and resolve cases.
• Identify high‑impact product improvement opportunities through AI‑powered text analysis and log parsing.
• Partner with Product, Engineering, and Account Management to align on customer success plans.
• Meet and exceed service level goals and KPIs.
• Develop and deliver technical training and documentation for internal teams and customers.

Required profile

• Resilient problem‑solver comfortable working with technical logs and system configurations.
• Strong customer‑focused mindset with the ability to communicate complex technical concepts clearly.
• Ability to work independently in a remote environment.

Required skills

• Salesforce
• Jira
• SQL
• Browser developer tools
• Proprietary logging and diagnostic systems

What we offer

• Remote work arrangement
• Opportunity to influence product development
• Collaboration with cross‑functional teams in a leading e‑signature company