Senior Software Engineer - Customer Support (Tech.)

• 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

Responsibilities

• Understand how the product works and how it is used by customers.
• Interact with customers on/ off-site to troubleshoot issues, provide workarounds by leveraging your software development skills.
• Understand and fulfill enhancement requests received via customer use-cases.
• Develop knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
• Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes.
• Follow and contribute to defined CRM processes to manage customer requests efficiently.
• Provide hot fixes, patches and upgrade deployment support in production and staging environments and work closely with customers to schedule and test.
• Define and track bugs for Development and offer innovative ideas to improve product quality.
• Work practicing agile methodologies, follow best coding practices and ensure quality & timely delivery.
• Role may involve travel to customer locations.