Senior Software Engineer - Customer Support

Job Description We’re looking for a Software Engineer to join our Level 3 Customer Support team, dedicated to UK government customers. This is a hands-on, hybrid role based in Central London (near Liverpool Street Station), with a minimum of two days per week in the office. Customer onsite visits are also required depending on the sensitivity of the customers and their project phase. In this role you’ll be working on meaningful projects that directly support the public sector in the UK. You’ll have the autonomy to solve problems creatively, the opportunity to collaborate with different customers, and the satisfaction of seeing your work make a real impact. You’ll be part of a small, focused team that works directly with the customers to ensure their systems run smoothly and efficiently. You’ll play a key role during go-live phases, supporting changes in workflows, writing reports, configuring integrations, and providing technical fixes. Due to the nature of the work, SC clearance eligibility and a British passport are required, and participation in an on-call rotation is expected. Responsibilities Understand the product in depth and how it’s used by the customer to achieve business outcomes. Analyze complex issues and deliver technical code-level solutions Collaborate with development teams to track bugs and suggest improvementsProvide technical support during go-live phases, including:Workflow updatesUser interface changesReport creationDatabase scriptingIntegration configurationRespond to enhancement requests based on customer use cases Create and maintain knowledge base articles for both internal and external audiences Deliver hotfixes, patches, and upgrade supportFollow and improve CRM processes to manage customer requests efficientlyParticipate in an on-call rotation to support critical customer needs Qualifications Previous experience in application development, support, or sustaining engineeringStrong development and troubleshooting skills on the Microsoft stack:C#, ASP.NET, MVC, SQL, Stored Procedures, JavaScriptExposure to Azure and cloud computing is a plusFamiliarity with customer support tools and processesStrong AI mindset and familiarity with AI-enabled support solutions, troubleshooting tools, automation technologies, and delivering scalable, high-quality customer support experiences.Excellent written and verbal communication skillsAbility to listen actively, understand customer pain points, and design effective solutionsEligibility for SC clearance and possession of a British passport About Us Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries. About The Team Who we a re: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination. Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to careers@icertis.com or get in touch with your recruiter.