Senior Software Engineer – Customer Support

Icertis; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Icertis Inc. is seeking a Software Engineer for its Level 3 Customer Support team serving UK government customers.

The role is hybrid, based in Central London with at least two days in the office weekly and occasional on-site visits as required, and includes involvement in go-live activities, reporting, configurations, and fixes. You will work on meaningful public sector projects, collaborating with customers and teams to ensure systems run smoothly and securely, with opportunities to influence

Qualifications

• 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 AI-enabled support solutions, troubleshooting tools, automation technologies, and delivering scalable, high-quality customer support experiences.

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 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

Skills

C#

ASP.NET

MVC

SQL

JavaScript

Azure

Tools

Azure

Customer support tools

Job description

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.

Job Description

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 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

Qualifications

• 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

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.

Equal Opportunity

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 [e-mail] or get in touch with your recruiter.