Senior Software Engineer - Customer Support (Tech.)
Software Engineering, Customer Service
Pune, Maharashtra, India
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.
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.
Who we are: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination.
Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to careers@icertis.com or get in touch with your recruiter.
Icertis Solutions Private Limited is seeking a Senior Software Engineer to join our Customer Support team. The ideal candidate will have strong .Net and SQL skills and be able to work during US shifts. This role is perfect for an experienced engineer who wants to make an impact and provide excellent support.
- 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.
- 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.