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Engaged Employer

Icertis

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3.4

based on 311 Reviews

Video summary

25 Icertis Jobs

Lead Software Engineer - Customer Support (Tech.)

ICERTIS Solutions

3.4

based on 311 Reviews

7-10 years

Pune

1 vacancy

Lead Software Engineer - Customer Support (Tech.)

Icertis

posted 2mon ago

Job Role Insights

Flexible timing

Key skills for the job

SQL Cloud Computing Customer Support Javascript Microsoft Power BI Air Ticketing

+ 1 more

Job Description

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.

7-10 years of experience in a Support or Sustaining engineering role.
Troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET, MVC, SQL, Stored Procedures and JavaScript.
Expertise on Windows Azure and Cloud Computing will be an added advantage.
Net and Azure certification would be added advantage
Understanding of customer support processes and tools. Ability to follow defined processes.
Good written and verbal communication skills.
The ability to be a good listener, and to understand customer issues. Ability to work independently on issues assigned.
Should be open to work for EST /PST shifts ( 5:30PM IST or 9:30PM IST onwards)

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.

Employment Type: Full Time, Permanent

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