7 hours ago
London, United KingdomSenior
Responsibilities
- Understand the product and how customers use it to achieve business outcomes.
- Analyze complex issues and deliver technical, code-level solutions.
- Collaborate with development teams to track bugs and suggest product improvements.
- Provide go-live support, including workflow updates, user interface changes, report creation, database scripting, and integration configuration.
- Respond to customer enhancement requests based on use cases.
- Create and maintain internal and external knowledge-base articles.
- Deliver hotfixes, patches, and upgrade support.
- Follow and improve CRM processes for managing customer requests.
- Participate in an on-call rotation for critical customer needs.
Requirements
- Previous experience in application development, support, or sustaining engineering.
- Strong development and troubleshooting skills with C#, ASP.NET, MVC, SQL, stored procedures, and JavaScript.
- Exposure to Azure and cloud computing is preferred.
- Familiarity with customer support tools and processes.
- Familiarity with AI-enabled support solutions, troubleshooting tools, and automation technologies.
- Strong written and verbal communication skills and the ability to understand customer pain points and design effective solutions.
- Eligibility for SC clearance and possession of a British passport.
Benefits
- Hybrid role based in Central London near Liverpool Street Station, with a minimum of two office days per week.
- Occasional customer onsite visits may be required.
- Participation in an on-call rotation is expected.
- Opportunity to support UK public-sector customers and work on projects with direct real-world impact.
Tech Stack
Categories
About Icertis
Icertis is the AI-native contract intelligence company that turns enterprise strategy into faster execution at scale. Powered by Vera, the Icertis platform delivers an enterprise–wide contract intelligence layer that understands business and industry context – connecting agreements, data, and systems to drive the future of autonomous contracting.