Icertis, the leading enterprise contract management platform in the cloud, solves the hardest contract management problems on the easiest to use platform. With Icertis, companies accelerate their business by increasing contract velocity, protect against risk by ensuring regulatory and policy compliance, and optimize their commercial relationships by maximizing revenue and reducing costs. The AI-infused Icertis Contract Management (ICM) platform is used by companies like Airbus, Cognizant, Daimler, Microsoft and Sanofi to manage 6.5 million contracts in 40+ languages across 90+ countries.

At Icertis we are passionately committed to a values-driven approach to doing business – how we get there is as important as the destination. We have a compelling vision for disrupting the contract management market, as well as an unshakable commitment to creating a world-class workplace for all employees.

Read why Business Insider called Icertis one of the 47 enterprise startups to bet your career on in 2020!

The Technical Support Engineer, Support Champion role belongs in the Icertis Customer Success unit and involves working directly with Customers, Customer Support and Customer Advocacy teams. This role is responsible for providing Level 3 support, developing enhancements, and performing a support champion role where applicable. The overall goal is to establish a higher touch in all technical and operational support aspects of Icertis relationships with its customers.

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 develop customization requests received via customer use-cases. 
• Provide hot fixes, patches and upgrade deployment support in production and staging environments and work closely with customers to schedule and test. 
• Perform technical operations management (support champion) functions where applicable to ensure customer’s tickets are tracked on a regular basis and serve as the voice of the customer within Icertis. 
• Work practicing Agile methodologies, follow best coding practices and ensure quality & timely delivery. 
• Define and track bugs for development and offer innovative ideas to improve product quality. 
• Develop knowledgebase 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. 
• Role may involve travel to customer locations. 

Requirements:

• Bachelors or Masters in Computer Science or equivalent in IT/engineering. 
• 5+ years previous experience in an Application Development/ Support or sustaining engineering role. 
• Good written and verbal communication skills in English. 
• Development and troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET, MVC, SQL, Stored Procedures and JavaScript. 
• Exposure to Windows Azure and Cloud Computing will be an added advantage. 
• Deep understanding of customer support processes and tools. Ability to follow defined processes. 
• Proven ability to understand complex domain problems and create proof of concept (PoC) rapidly. 
• The ability to be a good listener, and to understand customer issues.  
• Ability to provide innovative workarounds or design a solution to fix customer’s problem.