Software Engineer

We are looking for IC3 and IC4 level Software Engineers who are passionate about solving customer-reported issues. This role focuses predominantly on case tasks triaging, investigating, and resolving customer tickets with occasional work on small enhancements and defect fixes. Engineers may work across front-end, back-end, or full-stack depending on team needs, and must be comfortable using AI tools to accelerate resolution and improve customer experience.

Responsibilities:

Own and resolve customer-reported case tasks with a focus on speed, accuracy, and empathy.

Collaborate with support and product teams to understand customer pain points and deliver effective solutions.

Work on small stories and defect fixes as needed, ensuring minimal regression and high code quality.

Communicate directly with customers when required, demonstrating a customer-centric mindset and professionalism.

Use AI tools (e.g., GenAI, RAG pipelines, ServiceNow AIA Studio) to assist in debugging, summarising issues, and automating repetitive tasks.

Document resolutions and contribute to internal knowledge bases to improve future case handling.

Required Skills:

• Strong communication skills with the ability to engage empathetically and clearly with customers.
• Proficiency in React (front-end) and Java (back-end); full-stack experience is a plus.
• Experience working on customer support cases or technical troubleshooting.
• Familiarity with AI tools and platforms used in engineering workflows.
• Ability to work independently and manage multiple case tasks efficiently.

Preferred Qualifications:

IC3: 58 years of experience in software development or technical support engineering.

IC4: 811 years of experience with demonstrated ownership of customer-f