Associate Architect, Customer Support

As a Technical Support Engineer at Icertis, your role involves understanding the product functionality and customer usage to troubleshoot issues and provide workarounds. You will interact with customers on-site and off-site, utilizing your software development skills to address their needs effectively. Managing customer requirements, fulfilling enhancement requests, and guiding senior and lead software engineers for issue resolutions are key responsibilities. Key Responsibilities: - Guide Senior Software Engineers and Lead Software Engineers for quicker issue resolutions - Provide technical expertise, mentorship, and lead in hiring processes - Train team members on new technologies and processes - Provide hot fixes, patches, and upgrade deployment support in production and staging environments - Lead technical issue resolution on RED accounts and drive efficient ways for issue resolutions - Contribute to productivity and ticket resolution quality improvement initiatives - Suggest or implement platform functionalities to enhance ticket turnaround time Qualifications Required: - 12-15 years of experience in developing enterprise web applications, Technical Support on Microsoft platforms, or Sustaining engineering - 3-4 years of experience in a Support or Sustaining engineering role - Troubleshooting skills on Microsoft platform, expertise in C#, ASP.NET, MVC, SQL, Stored Procedures, and JavaScript - Knowledge of Windows Azure, Cloud Computing, and relevant certifications (advantageous) - Understanding of customer support processes and tools - Good written and verbal communication skills - Ability to work independently on assigned issues - Science or Engineering graduate preferred Join Icertis, a company leading in contract lifecycle management with cutting-edge technology and innovation. The Contract Intelligence platform transforms contracts into strategic assets, helping organizations structure and connect critical contract information effectively. Trusted by iconic brands and innovators globally, Icertis manages over 10 million contracts worth more than $1 trillion across various countries and languages. Icertis values Fairness, Openness, Respect, Teamwork, and Execution (FORTE) in all interactions with employees, customers, partners, and stakeholders. The focus on achieving goals aligns with these values, making Icertis a leading contract intelligence platform globally.,