Job Description

As a Senior Software Engineer on our Customer Support team, you will play a vital role in ensuring our clients receive exceptional technical support. Your expertise in .Net, MVC and SQL will be leveraged to troubleshoot and resolve complex issues, providing timely and effective solutions. Working closely with our support team, you will collaborate to enhance our support processes and tools, ensuring a seamless experience for our customers. Your contributions will directly impact our clients' satisfaction and success.

• Provide advanced technical support to customers, troubleshooting complex issues and providing timely solutions.
• Collaborate with the support team to enhance support processes, ensuring efficiency and effectiveness.
• Utilize .Net and SQL skills to develop and maintain support tools and systems.
• Conduct root cause analysis and implement preventive measures to minimize recurring issues.
• Document and communicate technical information to internal teams and customers.
• Stay updated with the latest technologies and industry trends to enhance support capabilities.
• Mentor and guide junior team members, sharing knowledge and best practices.
• Work closely with product and development teams to understand product functionality and provide feedback.
• Ensure data security and privacy by adhering to company policies and industry standards.

• Bachelor's degree in Computer Science, Engineering, or a related field.
• 5+ years of experience in software development and customer support roles.
• Strong proficiency in .Net and SQL, with a solid understanding of software development principles.
• Excellent problem-solving and analytical skills, with the ability to troubleshoot complex issues.
• Experience working with web technologies and APIs is preferred.
• Strong communication skills, both written and verbal, to effectively interact with customers and internal teams.
• Ability to work independently and manage multiple tasks simultaneously.
• Familiarity with agile development methodologies is an asset.
• Willingness to work US shifts (EST/PST) and adapt to changing work schedules.
• Passion for customer service and a commitment to delivering exceptional support.

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.