Lead Software Engineer - Customer Support (Tech.)

• 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.
• Exposure on Rest APIs.
• Azure knowledge (Service Bus, App Inside, Hang fire, redis cache, etc).
• Should be primary TSE for multiple large(>1M/year) accounts. Should be able to manage customer requirements for large accounts
• Should be able to guide ASE/SE/SSE for quicker resolutions as TechLead
• Should achieve productivity goal for the tech team as TechLead
• Should be able to drive initiatives for productivity and ticket resolution quality improvement
• Work on providing innovative ideas to improve ticket closure quality..
• Understand and fulfill enhancement requests received via customer use-cases.
• Should be able to contribute on 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.
• Provide hot fixes, patches and upgrade deployment support in production and staging environments and work closely with customers to schedule and test.
• Offer innovative ideas to improve ticket resolution quality.

Icertis CLM integrates with multiple best-in-class applications and products to provide seamless integration and transaction flows between multiple systems. The Solutions Engineering team provides technical expertise and integration implementation services.

With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million contracts worth more than $1 trillion, in 40+ languages and 93 countries.