Senior Software Engineer - Customer Support (Tech.)

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.

Responsibilities

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.

Qualifications

Qualifications

• 4+ 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