Provisioning Support Engineer (Melbourne)

Company Overview 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 chance. 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). What you'll do
- 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 Job Designation 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 Qualifications
- 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 Qualifications
- 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 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 If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at for assistance. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3ro2er