Software Engineer, Customer Support

Icertis; United Kingdom; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading technology firm is seeking a Software Engineer for its Level 3 Customer Support team. This hybrid role in Central London requires strong skills in C#, ASP.NET, and troubleshooting. Responsibilities include providing technical support during go-live phases and collaborating directly with a UK government customer. Eligibility for SC clearance is mandatory, making this a unique opportunity for impactful work in the public sector.

Qualifications

• Previous experience in application development, support, or sustaining engineering.
• Strong development and troubleshooting skills on the Microsoft stack.
• Eligibility for SC clearance and possession of a British passport.

Responsibilities

• Understand the product and how it’s used by the customer.
• Provide technical support during go-live phases.
• Troubleshoot complex issues and provide code-level workarounds.
• Create and maintain knowledge base articles.

Skills

C#

ASP.NET

MVC

SQL

Stored Procedures

JavaScript

Azure

Customer support tools

Job description

Do you enjoy solving complex technical challenges that make a real-world impact? Are you energized by working closely with customers and seeing your solutions in action? Would you like to support a mission‑critical UK government organization with your engineering skills? If that sounds like you, we’d love to welcome you to our team.

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 a dedicated customer, and the satisfaction of seeing your work make a real impact. We’re not just solving technical issues, we’re helping a vital government organization deliver on its mission.

We’re looking for a Software Engineer to join our Level 3 Customer Support team, dedicated to a single UK government customer. This is a hands‑on, hybrid role based in Central London (near Bank Station), with two days per week in the office.

You’ll be part of a small, focused team that works directly with the customer 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
• Provide technical support during go-live phases, including:
  • Workflow updates
  • Screen layout changes
  • Report creation
  • Database scripting
  • Integration configuration
• Troubleshoot complex issues and provide code-level workarounds
• 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
• Collaborate with development teams to track bugs and suggest improvements
• 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
• 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.

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