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 Senior Application Support Consultant/Engineer role is focused on providing premium support to Icertis customers. This role is responsible for providing Level 2 troubleshooting and fixes to customer support incidents while establishing a higher touch in all technical and operational support aspects of Icertis relationship with its customers. The primary focus is on increasing customer satisfaction and adoption.

Tasks associated with this role are:

• Understand Icertis platform as well as its implementation at specific customers very well including configurations, customizations and integrations.
• Work closely with customers to answer questions about features and capabilities of Icertis product.
• Interact with customers on-site/off-site to troubleshoot issues, provide workarounds and resolution by leveraging your troubleshooting skills.
• Develop and deliver weekly status, monthly and quarterly operational reviews focused on trouble ticket status with key customer contacts on a regular basis.
• Follow defined CRM processes to manage and escalate customer requests efficiently.
• 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.
• Some travel (~10%) is expected to visit assigned customers.

Requirements:

• Bachelors or Master’s degree in Computer Science or equivalent in IT/engineering.
• 5+ years previous experience in roles involving Application Support and/or troubleshooting.
• Good analytical skills with an eye for detail, knowledge of SQL & Stored Procedures.
• Good written and verbal communication skills in English.
• Good listening skills to understand customer issues and deliver on deliver on technical account management deliverables.
• The ability to coordinate, follow up, follow through and drive issues to closure in a proactive and timely manner.
• Exposure to Windows Azure and Cloud Computing will be an added advantage.
• Understanding of customer support processes and tools. Ability to follow defined processes.