Senior Software Engineer, Customer Support

About This Role

Join Icertis's public sector customer support team to drive technological transformation for US government and federal agencies. This highly technical, hands-on role involves deep problem-solving and direct customer interaction to ensure smooth system operations and deliver code-level fixes.

Responsibilities

• Understand the product in depth and how it is used by the customer
• Identify solutions and risks in assigned work
• Contribute to and lead troubleshooting sessions
• Provide bug fixes and review code quality to ensure performance at cloud scale
• Work independently within self-organized Agile teams
• Provide technical support during go-live phases, including workflow updates, screen layout changes, report creation, database scripting, and integration configuration
• Work with customers to solve system integration issues
• Collaborate with development teams to track bugs and suggest improvements
• Troubleshoot complex production issues and deliver code-level fixes or workarounds
• Support production and staging environments, including hotfixes, patches, and upgrades

Requirements

• Experience in application development, technical support, or sustaining engineering
• Strong development and troubleshooting skills on the Microsoft stack (C#, ASP.NET, MVC, SQL, Stored Procedures, JavaScript)
• Familiarity with customer support tools, ticketing systems, and CRM workflows
• Exposure to Azure and cloud platforms
• Excellent written and verbal communication skills
• Strong analytical skills and a customer-centric problem-solving mindset

Qualifications

• A bachelor’s degree in engineering, computer science, or a related technical field is preferred
• Experience in application development, technical support, or sustaining engineering

Nice to Have

• Experience supporting federal, aerospace, and defense industry
• Familiarity with regulatory and security frameworks such as ITAR, DFARS, and NIST

Skills

* Required skills

Benefits