What you will do:

• Directly addressing and prioritizing support items with the customer and the internal teams within Icertis to help drive faster resolution and improve customer experience.
• Understanding the Icertis platform as well as configurations, customizations and integrations of the customers in your portfolio
• Interact with customers on/off-site to troubleshoot issues, provide workarounds by leveraging your understanding of the products.
• Develop and deliver regular operational updates and collaborate on strategic reviews.
• Operational reviews to provide updates on outstanding open tickets. Strategic reviews would be focused on reviewing the customer’s progress on their success measures and on the achievement of their business outcomes and value.
• Drive initiatives for productivity and ticket resolution quality improvement.
• Should be able to contribute on knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
• Provide technical expertise, guidance, mentorship to other team members.
• Some travel (~20%) is expected to occasionally visit assigned customers.

What you will bring:

• 5+ years of experience in a Support, App Development or Sustaining engineering role.
• Troubleshooting skills on the Microsoft platform with expertise in C#, SQL and JavaScript.
• Expertise on Windows Azure, Cloud Computing, ASP.NET and/or MVC will be an added advantage.
• .Net and Azure certification will be an added advantage.
• Understanding of customer support processes and tools, and ability to follow defined processes.
• Excellent written and verbal communication skills.
• The ability to be a good listener, and to understand customer issues.
• Ability to work independently on issues assigned, as well as to collaborate across the organization, when needed.
• The ability to coordinate, follow up, follow through and drive issues to closure in a proactive and timely manner. 
• Very strong analytical skills with an eye for detail.