iCertis Tech Lead

iCertis Tech Lead

• 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.