Application Support Engineer
Icertis
Software Engineering, Customer Service
United States
Posted on Aug 14, 2024
With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million contracts worth more than $1 trillion, in 40+ languages and 93 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
As an Application Support Engineer within our Customer Support unit, you will play a critical role in enhancing customer satisfaction by providing top-tier technical support and working closely with Federal customers. This hybrid role includes providing Level 3 support, leading enhancements, and occasionally acting as a Technical Account Manager (TAM). Your focus will be on delivering exceptional technical and operational support to strengthen Icertis’ relationships with its customers. #LI-BP1
What you will do:
- Gain a deep understanding of our product and how it’s used by our customers.
- Serve as a Technical Account Manager when necessary, ensuring customer issues are tracked and advocating for customer needs within Icertis.
- Collaborate with customers, both on-site and remotely, to troubleshoot issues and provide workarounds using your software development expertise.
- Customize and enhance our product based on customer use-cases and requests.
- Support hot fixes, patches, and upgrade deployments in production and staging environments, coordinating closely with customers to schedule and test updates.
- Identify, track, and define bugs, contributing innovative ideas to enhance product quality.
- Create knowledge base articles to streamline troubleshooting and speed up issue resolution for both customers and internal teams.
- Offer technical guidance, mentorship, and support to team members, and participate in hiring processes.
- Work within Agile methodologies, adhering to best coding practices to ensure quality and timely delivery.
- Follow and enhance CRM processes to efficiently manage customer issues.
- Be prepared to travel up to 10% as needed.
What you will bring:
- Bachelor’s or Master’s degree in Computer Science, IT, or Engineering is preferred; equivalent experience will be considered.
- 3+ years of experience in Application Development, Support, or Sustaining Engineering roles.
- Strong ability to understand complex domain problems and quickly create proof of concepts (PoC).
- Expertise in development and troubleshooting on the Microsoft platform, including C#, ASP.NET, MVC, SQL, Stored Procedures, and JavaScript.
- Experience working with Enterprise-level customers is required.
- Prior experience with Microsoft Azure is a plus.
- Familiarity with CLM products and support tools like FreshDesk, ServiceNow, or SalesForce ServiceCloud is beneficial.
- Due to Federal contract requirements, candidates must be U.S. citizens or lawful permanent residence by a Permanent Resident Card (USCIS I-551).
Our Commitments: Icertis is committed to:
● Icertians (employees) and their family's physical, mental and financial health and wellbeing
● Turbocharging Icertians careers
● Making a social and environmental impact in our communities
● Cultivation and advancing a culture of diversity, equity, inclusion and belonging (DEIB) within our company, customers, and
suppliers
● Generous holidays including the 4th of July week off – paid
● Free professional and leadership coaching
● Annual personal development allowance
What we offer:
● Robust medical (physical & mental vision and dental benefits
● Employee assistance program (EAP)
● Equity (RSUs) and shared ownership in the company
● Generous 401K match
● Flexible work environment
● Paid maternity and paternity leave
● Generous holiday and PTO program
● CaaS (coaching as a service)
● Annual personal development allowance
● 7 Days for Humanity – 7 paid volunteer days annually
● Global and regional DEIB steering committees, employee resource groups (ERGs)
● Global DEIB training programs and guest speakers throughout the year
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.
By submitting your application you acknowledge that you have read Icertis’s Privacy Policy (https://www.icertis.com/privacy-statement/)
Icertis is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complimentary.