Senior Software Engineer - Customer Support

As an experienced Application Development/Support Engineer, you will be responsible for understanding how the product works and its usage by customers. You will interact with customers both on-site and off-site to troubleshoot issues and provide effective workarounds using your software development skills. Your role will involve understanding and fulfilling enhancement requests based on customer use-cases, as well as creating knowledge base articles for customers and internal staff to streamline issue resolution processes. Additionally, you will provide technical expertise, guidance, and mentorship to team members, and actively participate in the hiring processes. Following and contributing to defined CRM processes to manage customer requests efficiently is a key aspect of this role. You will also be involved in providing hot fixes, patches, and upgrade deployment support in production and staging environments, collaborating closely with customers to schedule and test these deployments. Your responsibilities will include defining and tracking bugs for Development, as well as offering innovative ideas to enhance product quality. Working in alignment with agile methodologies, adhering to best coding practices, and ensuring timely and quality delivery will be crucial. Depending on the requirements, your role may involve traveling to customer locations. To qualify for this role, you should have at least 5 years of experience in an Application Development/Support or sustaining engineering role. Proficiency in development and troubleshooting skills on the Microsoft platform, particularly in C#, ASP.NET, MVC, SQL, Stored Procedures, and JavaScript is required. Exposure to Windows Azure and Cloud Computing will be an added advantage. A deep understanding of customer support processes and tools, excellent written and verbal communication skills, and the ability to listen and comprehend customer issues are essential. You should also possess the flexibility to work in shifts. Ideally, you should hold a degree in Engineering or Computer Science. About Us: With cutting-edge technology and groundbreaking innovation, Icertis is redefining contract lifecycle management (CLM). The AI-powered Icertis Contract Intelligence (ICI) platform transforms contracts into a strategic asset by structuring and connecting critical contract information that drives organizational operations. Trusted by the world's most renowned brands and disruptive innovators, Icertis manages over 10 million contracts worth more than $1 trillion, across 40+ languages and 93 countries. About The Team: Icertis is the go-to contract intelligence platform that companies rely on for staying ahead of the curve. Our commitment to contract intelligence is rooted in our FORTE values: Fairness, Openness, Respect, Teamwork, and Execution. These core values guide all our interactions with employees, customers, partners, and stakeholders, as we strive to become the world's leading contract intelligence platform.,