Icertis · 10 hours ago
Software Engineer, Customer Support - PubSec (Platform and Application Support)
VA, United States
Full-time
Hybrid
Mid Level
$100K/yr - $150K/yrIcertis is revolutionizing contract management for federal agencies and government organizations. They are seeking a Software Engineer to join their Platform and Application Support team, where the role involves troubleshooting complex issues, providing technical support, and ensuring smooth operations for customers in the public sector.
Artificial Intelligence (AI)Cloud Data ServicesCRMProcurementSaaS
No H1B
Security Clearance RequiredU.S. Citizen Only
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
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
Participate in an on-call rotation for critical customer needs and business needs
Work with functional consultants to understand customer requirements and provide technical solutions
Plan and identify solutions and risks in assigned work
Lead and contribute to design discussions
Implement product features that are secure, scalable, robust, and easy to maintain
Support and implement: Workflow updates, Screen and layout changes, Report creation, Database scripts and queries, Integration configurations
Analyze customer use cases and respond to enhancement requests
Create and maintain knowledge base articles for internal teams and customers
Follow and continuously improve CRM processes for managing customer requests
Contribute to agile practices and follow best coding and quality standards
Work closely with customers on-site and off-site to understand
Qualification
Required
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
Familiarity with regulatory and security frameworks such as ITAR, DFARS, and NIST is a plus
Excellent written and verbal communication skills, with the ability to communicate technical concepts effectively with customers and internal teams
Strong analytical skills and a customer-centric problem-solving mindset
U.S. Citizenship required (for contracting eligibility)
government clearance eligibility and US citizenship is required
participation in an on-call rotation is expected
Preferred
Experience supporting federal, aerospace, and defense industry is preferred
A bachelor's degree in engineering, computer science, or a related technical field is preferred
Benefits
Robust medical, dental, vision, and mental health benefits.
Employee Assistance Program (EAP).
Equity (RSUs) and shared ownership in the company.
Generous 401(k) match.
Flexible work environment.
Paid maternity and paternity leave.
Generous holiday and PTO program.
CaaS (Coaching as a Service).
Annual personal development allowance.
7 Days for Humanity – seven paid volunteer days annually.
Global and regional DEIB steering committees and employee resource groups (ERGs).
Global DEIB training programs and guest speakers throughout the year.
Company
Icertis
Icertis is an AI-powered contract management platform that ensures compliance and minimizes risk.
Founded in 2009
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$641.5MKey Investors
B CapitalSilicon Valley BankSAP
2025-07-01Debt Financing· $75M
2025-03-19Series Unknown· $50M
2023-03-01Secondary Market
Leadership Team
Anand Subbaraman
Chief Executive Officer
Monish Darda
Co-founder and CTO
Recent News
2025-12-27
Company data provided by crunchbase