Senior Software Engineer – Customer Support

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. Occasional customer onsite visits could be 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.

• 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 improvements
• Provide technical support during go-live phases, including:
  • Workflow updates
  • User interface changes
  • Report creation
  • Database scripting
  • Integration configuration
• Respond 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 support
• Follow and improve CRM processes to manage customer requests efficiently
• Participate in an on-call rotation to support critical customer needs

• Previous experience in application development, support, or sustaining engineering
• Strong development and troubleshooting skills on the Microsoft stack:
• C#, ASP.NET, MVC, SQL, Stored Procedures, JavaScript
• Exposure to Azure and cloud computing is a plus
• Familiarity with customer support tools and processes
• Strong 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 skills
• Ability to listen actively, understand customer pain points, and design effective solutions
• Eligibility for SC clearance and possession of a British passport

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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.