Application Support Engineer

August 13

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Icertis

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The contract intelligence company that pushes the boundaries of what’s possible with contract lifecycle management.

Enterprise Contract Management • Contract Compliance • Contract Lifecycle Management • Contract Analytics • Contract Management Software

1001 - 5000

💰 $75M Convertible Note on 2022-10

Description

• Gain a deep understanding of our product and how it’s used by our customers. • Serve as a Technical Account Manager when necessary, ensuring customer issues are tracked and advocating for customer needs within Icertis. • Collaborate with customers, both on-site and remotely, to troubleshoot issues and provide workarounds using your software development expertise. • Customize and enhance our product based on customer use-cases and requests. • Support hot fixes, patches, and upgrade deployments in production and staging environments, coordinating closely with customers to schedule and test updates. • Identify, track, and define bugs, contributing innovative ideas to enhance product quality. • Create knowledge base articles to streamline troubleshooting and speed up issue resolution for both customers and internal teams. • Offer technical guidance, mentorship, and support to team members, and participate in hiring processes. • Work within Agile methodologies, adhering to best coding practices to ensure quality and timely delivery. • Follow and enhance CRM processes to efficiently manage customer issues. • Be prepared to travel up to 10% as needed.

Requirements

• Bachelor’s or Master’s degree in Computer Science, IT, or Engineering is preferred; equivalent experience will be considered. • 3+ years of experience in Application Development, Support, or Sustaining Engineering roles. • Strong ability to understand complex domain problems and quickly create proof of concepts (PoC). • Expertise in development and troubleshooting on the Microsoft platform, including C#, ASP.NET, MVC, SQL, Stored Procedures, and JavaScript. • Experience working with Enterprise-level customers is required. • Prior experience with Microsoft Azure is a plus. • Familiarity with CLM products and support tools like FreshDesk, ServiceNow, or SalesForce ServiceCloud is beneficial. • Due to Federal contract requirements, candidates must be U.S. citizens or lawful permanent residence by a Permanent Resident Card (USCIS I-551).