Associate Architect, Customer Support

The job requires you to understand how the product works and how customers use it. You will need to interact with customers both on-site and off-site to troubleshoot issues and provide workarounds using your software development skills. As the primary Technical Support Engineer for multiple large accounts, you should manage customer requirements effectively and fulfill enhancement requests based on customer use-cases. You will be responsible for guiding Senior Software Engineers and Lead Software Engineers for quicker issue resolutions and achieving productivity goals for the tech team. Providing technical expertise, guidance, mentorship, and leading in hiring processes will be part of your responsibilities. Additionally, you will train team members on new technologies and processes. Your duties will include providing hot fixes, patches, and upgrade deployment support in production and staging environments. Leading on RED accounts for technical issues/defects, offering innovative ideas to improve ticket resolution quality, and driving efficient ways for issue resolutions across customers are also key tasks. You should contribute to productivity and ticket resolution quality improvement initiatives and suggest or implement platform functionalities to enhance ticket turnaround time. To qualify for this role, you should have 12-15 years of overall experience in developing enterprise web applications, Technical Support on Microsoft platforms, or in a Sustaining engineering role. A minimum of 3-4 years of experience in a Support or Sustaining engineering role is essential. Troubleshooting skills on the Microsoft platform, expertise in C#, ASP.NET, MVC, SQL, Stored Procedures, and JavaScript are required. Knowledge of Windows Azure, Cloud Computing, and relevant certifications are advantageous. Understanding of customer support processes and tools, good written and verbal communication skills, and the ability to work independently on assigned issues are also necessary. A Science or Engineering graduate would be preferred for this position. Join us at Icertis, a company that leads in contract lifecycle management with its cutting-edge technology and innovation. Our Contract Intelligence platform transforms contracts into strategic assets, enabling organizations to structure and connect critical contract information effectively. Trusted by the world's most iconic brands and disruptive innovators, Icertis manages over 10 million contracts worth more than $1 trillion across 93 countries and 40+ languages. At Icertis, we are committed to our FORTE values - Fairness, Openness, Respect, Teamwork, and Execution. These values guide our interactions with employees, customers, partners, and stakeholders as we strive to be the leading contract intelligence platform globally. Our focus on how we achieve our goals is as significant as the goals themselves.,