Location: USA
Company: Icertis
Job details:
– Compensation: $70,000 – $120,000 per year
– Benefits:
– Robust medical, 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
– Coaching as a Service (CaaS)
– Annual personal development allowance
– 7 paid volunteer days annually (7 Days for Humanity)
– Global and regional DEIB steering committees, employee resource groups (ERGs)
– Global DEIB training programs and guest speakers throughout the year
– Free professional and leadership coaching
– Schedules: Full-time
– Employment type: Full-time
– Remote work options: Not specified
– Job duration: [Not specified]
– Work hours: [Not specified]
– Opportunities for advancement: Yes
– Training and development programs: Yes
Job Description/Overview:
As an Application Support Engineer at Icertis, you will enhance customer satisfaction by providing top-tier technical support and collaborating closely with Federal customers. This hybrid role includes providing Level 3 support, leading product enhancements, and occasionally acting as a Technical Account Manager (TAM). You will deliver exceptional technical and operational support, strengthening Icertis’ relationships with its customers.
Key Responsibilities:
– Gain a deep understanding of Icertis’ products and how they are used by customers.
– Act as a Technical Account Manager when necessary, ensuring customer issues are tracked and advocating for customer needs.
– Collaborate with customers, troubleshoot issues, and provide workarounds using software development expertise.
– Customize and enhance products based on customer use-cases and requests.
– Support hotfixes, patches, and upgrade deployments in production and staging environments, coordinating with customers.
– Identify, track, and define bugs, contributing innovative ideas to improve product quality.
– Create knowledge base articles to streamline troubleshooting 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 for quality and timely delivery.
– Follow and enhance CRM processes to efficiently manage customer issues.
– Be prepared to travel up to 10% as needed.
Qualifications needed:
– 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 residents (Permanent Resident Card USCIS I-551).
Experience:
– 3+ years in Application Development, Support, or Sustaining Engineering roles.
Skills:
– C#, ASP.NET, MVC, SQL, JavaScript, Microsoft Azure, CLM products, CRM tools.
How to Apply:
[Apply through the company’s career page or relevant job board]
Additional information:
Icertis is committed to the physical, mental, and financial well-being of its employees. The company also values diversity, equity, inclusion, and belonging (DEIB) and provides numerous benefits, including a flexible work environment, paid volunteer days, and professional development opportunities.
Who can apply:
Qualified individuals with relevant experience who meet the Federal contract requirements.
Job link:
https://www.workingnomads.com/jobs/application-support-engineer-icertis
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