Senior 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.
• 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)

• 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 customers problem.

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.