Full-Time

Application Support Engineer

Posted on 8/13/2024

Icertis

Icertis

1,001-5,000 employees

Contract lifecycle management and intelligence solutions

Data & Analytics
Enterprise Software

Compensation Overview

$70k - $120kAnnually

Mid

Remote in USA

US Citizenship Required

Category
Customer Support
Customer Success & Support
Required Skills
Microsoft Azure
Agile
Salesforce
Requirements
  • Bachelor’s or Master’s degree in Computer Science, IT, or Engineering is preferred; equivalent experience will be considered.
  • 3+ years of experience in Application Development, Support, or Sustaining Engineering roles.
  • Strong ability to understand complex domain problems and quickly create proof of concepts (PoC).
  • Expertise in development and troubleshooting on the Microsoft platform, including C#, ASP.NET, MVC, SQL, Stored Procedures, and JavaScript.
  • Experience working with Enterprise-level customers is required.
  • Prior experience with Microsoft Azure is a plus.
  • Familiarity with CLM products and support tools like FreshDesk, ServiceNow, or SalesForce ServiceCloud is beneficial.
  • Due to Federal contract requirements, candidates must be U.S. citizens or lawful permanent residence by a Permanent Resident Card (USCIS I-551).
Responsibilities
  • Gain a deep understanding of our product and how it’s used by our customers.
  • Serve as a Technical Account Manager when necessary, ensuring customer issues are tracked and advocating for customer needs within Icertis.
  • Collaborate with customers, both on-site and remotely, to troubleshoot issues and provide workarounds using your software development expertise.
  • Customize and enhance our product based on customer use-cases and requests.
  • Support hot fixes, patches, and upgrade deployments in production and staging environments, coordinating closely with customers to schedule and test updates.
  • Identify, track, and define bugs, contributing innovative ideas to enhance product quality.
  • Create knowledge base articles to streamline troubleshooting and speed up issue resolution for both customers and internal teams.
  • Offer technical guidance, mentorship, and support to team members, and participate in hiring processes.
  • Work within Agile methodologies, adhering to best coding practices to ensure quality and timely delivery.
  • Follow and enhance CRM processes to efficiently manage customer issues.
  • Be prepared to travel up to 10% as needed.

Icertis specializes in contract lifecycle management (CLM), focusing on contract intelligence to help businesses gain visibility and insights into their contracts. Its platform automates contract processes and provides analytics, allowing companies to manage over 10 million contracts worth more than $1 trillion across 93 countries. Icertis differentiates itself through its strong partnerships with major companies like Microsoft, SAP, and Salesforce, which enhance its platform's capabilities and integration with other enterprise software. The goal of Icertis is to improve business performance by transforming how organizations handle contracts while ensuring data security.

Company Stage

Debt Financing

Total Funding

$356M

Headquarters

Bellevue, Washington

Founded

2009

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

0%
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Simplify's Take

What believers are saying

  • Partnership with Harvey enhances contract analysis with precise insights and risk assessments.
  • Recognition in Gartner Magic Quadrant boosts Icertis's market position and client attraction.
  • Winning the AI Breakthrough Award highlights Icertis's commitment to technological advancement.

What critics are saying

  • Increasing competition in the CLM market could dilute Icertis's market share.
  • Gearing up for an IPO may pose financial and operational challenges.
  • Reliance on strategic partnerships exposes Icertis to potential disruptions.

What makes Icertis unique

  • Icertis offers a cloud-based platform for comprehensive contract lifecycle management.
  • The platform integrates seamlessly with major enterprise software like Microsoft, SAP, and Salesforce.
  • Icertis provides advanced contract intelligence with deep analysis and actionable insights.

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