ICertis Developer/ Tech Lead

iCertis Developer Tech Lead Remote • Product Understanding & Troubleshooting: Develop a deep understanding of the Icertis CLM platform and how customers use it. Troubleshoot technical issues, identify root causes, and provide practical solutions or workarounds. • Customer Interaction: Work closely with customers (remote or on-site) to gather issue details, clarify requirements, and provide responsive support. • Issue Resolution & Escalations: Respond to support tickets, resolve problems within SLA, and escalate complex issues to development or engineering teams as needed. • Hotfixes & Upgrades: Assist in applying hotfixes, patches, and updates in production/staging environments, coordinating schedules and testing with customers. • Knowledge Base & Documentation: Create and maintain knowledge base articles, runbooks, and FAQs to speed up future support and improve self-help outcomes. • Product Enhancements: Support enhancement requests by understanding customer use cases and working with development or product teams to deliver improvements. • Customer Advocacy: Act as an advocate for the customer by tracking issues, communicating statuses, and ensuring needs are understood internally. • Process & CRM Support: Follow and improve customer support processes and tools to ensure efficient handling of technical cases. • Collaboration: Work with cross-functional teams — functional consultants, developers, QA, product owners — to resolve issues and drive product quality • Technical Troubleshooting: Experience diagnosing software issues; familiarity with enterprise application stacks and databases (e.g., SQL). • Support Tools Knowledge: Comfortable with ticketing systems, CRM processes, and support workflows. • Software Understanding: Understanding of Icertis CLM usage patterns and configuration principles is a plus. • Optional Development Skills: For more technical support tiers, skills in C#, .NET, SQL, and scripting can be beneficial.