Software Engineer - Customer Support (Tech.)

Responsibilities

• Understand how the product works and how it is used by customers.
• Interact with customers on/ off-site to troubleshoot issues, provide workarounds by leveraging your software development skills.
• Understand and fulfill enhancement requests received via customer use-cases.
• Develop knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
• Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes.
• Follow and contribute to defined CRM processes to manage customer requests efficiently.
• Provide hot fixes, patches and upgrade deployment support in production and staging environments and work closely with customers to schedule and test.
• Define and track bugs for Development, and offer innovative ideas to improve product quality.
• Work practicing agile methodologies, follow best coding practices and ensure quality & timely delivery.
• Role may involve travel to customer locations.
• Should be open to work for EST /PST shifts ( 5:30PM IST or 9:30PM IST onwards)
  
  

Qualifications

• 5+ years of previous experience in an Application Development/ Support or sustaining engineering role.
• Development and troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET, MVC, SQL, Stored Procedures and JavaScript.
• Exposure to Windows Azure and Cloud Computing will be an added advantage.
• Deep understanding of customer support processes and tools. Ability to follow defined processes.
• Outstanding written and verbal communication skills.
• The ability to be a good listener, and to understand customer issues. Ability to provide innovative workarounds or design a solution to fix customer's problem.
  
  

About Us

Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries.

About The Team

Who we a re: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination.

Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to [email protected] or get in touch with your recruiter.