Required Skills
Javascript
Asp.net Mvc
Azure
About the Job
Join Icertis as a Lead Software Engineer in our Technical Support team in Pune, Maharashtra. In this role, you will leverage your software development expertise to understand our AI-powered contract intelligence platform and its customer usage. You'll troubleshoot complex issues, provide workarounds, and engage directly with customers on-site and remotely.
Your responsibilities include:
- Acting as the primary Technical Support Engineer (TSE) for high-value accounts.
- Managing customer requirements and guiding Associate Software Engineers (ASE), Software Engineers (SE), and Senior Software Engineers (SSE) towards faster resolutions.
- Driving team productivity and ticket resolution quality improvements, including contributing innovative ideas.
- Fulfilling enhancement requests based on customer use cases.
- Developing knowledge base articles to reduce troubleshooting time for both customers and internal staff.
- Providing hot fixes, patches, and upgrade support in production and staging environments, coordinating closely with customers for scheduling and testing.
- Offering technical expertise, guidance, and mentorship to team members.
- Participating in the hiring process.
Qualifications:
- 7-10 years of experience in a Support or Sustaining Engineering role.
- Strong troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET MVC, SQL Stored Procedures, and JavaScript.
- Experience with Azure (Service Bus, App Insights, Redis Cache) is required.
- Familiarity with REST APIs.
- Understanding of customer support processes and tools.
- Excellent written and verbal communication skills, with strong listening abilities to understand customer issues.
- Ability to work independently and follow defined processes.
- Flexibility to work in rotational shifts.
Icertis is the global leader in AI-powered contract intelligence, revolutionizing contract management with a platform trusted by over one-third of the Fortune 100. We are committed to fairness, openness, respect, teamwork, and execution.
