Lead Software Engineer- Customer support(Tech)

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.

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.

• Exposure on Rest API's.

• Azure knowledge (Service Bus, App Inside, Hang fire, redis cache, etc).

• Should be primary TSE for multiple large(>1M/year) accounts. Should be able to manage customer requirements for large accounts

• Should be able to guide ASE/SE/SSE for quicker resolutions as TechLead

• Should achieve productivity goal for the tech team as TechLead

• Should be able to drive initiatives for productivity and ticket resolution quality improvement

• Work on providing innovative ideas to improve ticket closure quality..

• Understand and fulfill enhancement requests received via customer use-cases.

• Should be able to contribute on 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.

• Provide hot fixes, patches and upgrade deployment support in production and staging environments and work closely with customers to schedule and test.

• Offer innovative ideas to improve ticket resolution quality.

Qualifications

• 7-10 years of experience in a Support or Sustaining engineering role.

• Troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET, MVC, SQL, Stored Procedures and JavaScript.

• Expertise on Windows Azure and Cloud Computing will be an added advantage.

• Net and Azure certification would be added advantage

• Understanding of customer support processes and tools. Ability to follow defined processes.

• Good written and verbal communication skills.

• The ability to be a good listener, and to understand customer issues. Ability to work independently on issues assigned.

• Flexible to work in rotational shifts