Application Support Engineer, Icertis
$70-120k
+ Bonus & Equity
AI-powered contract management & intelligence platform
Open for applications
AI-powered contract management & intelligence platform
1001+ employees
Open for applications
$70-120k
+ Bonus & Equity
1001+ employees
Company mission
Icertis' mission is to empower companies to realize the full intent and higher purpose of every contract, so they can build trust, strengthen bonds, and create a better world.
Role
Who you are
- 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)
What the job involves
- As an Application Support Engineer within our Customer Support unit, you will play a critical role in enhancing customer satisfaction by providing top-tier technical support and working closely with Federal customers.
- This hybrid role includes providing Level 3 support, leading enhancements, and occasionally acting as a Technical Account Manager (TAM).
- Your focus will be on delivering exceptional technical and operational support to strengthen Icertis’ relationships with its customers. #LI-BP1
- 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
Our take
As part of its pitch, Icertis cites World Commerce & Contracting research which shows that optimized contract development and management can save companies’ an average of 9% of their annual revenue. It may seem that the company is targeting small margins, but with customers including Google, Microsoft, and Johnson & Johnson, the real numbers are huge.
The 2009-founded company offers a comprehensive range of products to manage every stage of a contract lifecycle from setup to approval and reporting, but its main value differentiator might be its AI applications, which can analyze previous negotiations at scale and visualize deep data insights on performance.
The company has seen a steady stream of investment since its founding and is using its 2022 VC from German multinational SAP to deepen the integration between the two companies' software tools. Alongside a range of other lucrative partnerships, Icertis has gained further attention due to its winning the 2023 Artificial Intelligence Excellence Award, led by Business Intelligence Group.
Steph
Company Specialist
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 7 rounds)
Oct 2022
$75m
CONVERTIBLE
Mar 2021
$80m
SERIES F
Total funding: $366m
Company values
- Fairness
- Openness
- Respect
- Teamwork
- Execution
Company HQ
Bridle Trails, Kirkland, WA
Articles
Leadership
Samir Bodas
(CEO)Before co-founding Icertis they held multiple leadership roles at Microsoft, and was CEO of two IT services firms, Disha Technology and Aztecsoft, overseeing rapid growth followed by successful exits.
Monish Darda
(CTO)Co-inventor of two patents in cloud resource management and provisioning. Led a string of successful ventures prior to co-founding Icertis, including the launch of BladeLogic’s India R&D (acquired by BMC Software).
Diversity & Inclusion at Icertis
- 7 Days for Humanity: To make it easier for employees around the globe to join the fight against racism and other forms of discrimination in person, Icertis added seven days of paid leave to volunteer, support, help, give, protest, and make themselves be seen and heard. In 2020, for example, many employees used one of their days to recognize Juneteenth, the celebration of the end of slavery in the United States. This benefit has been extended into 2021.
- Diversity of Voices in the Room: We believe that diversity in our ranks—from employees around the globe to the Board—drives better outcomes for our teams and our customers. For instance, studies show that boards with women outperform companies without. Icertis is proud to include Karyn Smith and Penny Pritzker on our Board of Directors and Ursula Burns on our Board of Advisors, all of whom are champions of diversity and who support and advise us on living our FORTE values across the company. In addition, Icertis has an employee resource group (ERG) for female employees called Network of Women (NOW) that helps women connect with other women in the company to network, share experiences, and celebrate successes.
- Catch the Match to Fight Racism: In 2020, for every dollar U.S. employees gave to an organization of their choice that fights racism, Icertis co-founders Samir Bodas and Monish Darda matched with an annual gift of up to $50,000 in the aggregate to the NAACP Legal Defense Fund.
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