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hire.moi

Senior Software Engineer – Customer Support

Hybrid in London·Added 1 month ago (last checked 12 Oct)

Icertis

6 open roles

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Overview

Job details

  • Hybrid

    Office and home days — the ad has the split.

Requirements

  • Be near London for hybrid days

    No relocation package mentioned.

  • Have senior-level experience

    Senior-level role.

Skills

Nice to have

Requirements

  • 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
  • Strong AI mindset and familiarity with AI-enabled support solutions, troubleshooting tools, automation technologies, and delivering scalable, high-quality customer support experiences.
  • 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

The role

Software Engineer - Customer Support (Level 3) for UK government customers, hybrid in Central London, delivering technical solutions and on‑call support.
  • Understand the product in depth and how it's used by the customer to achieve business outcomes.
  • Analyze complex issues and deliver technical code-level solutions
  • Collaborate with development teams to track bugs and suggest improvements
  • Provide technical support during go-live phases, including:
    • Workflow updates
    • User interface changes
    • Report creation
    • Database scripting
    • Integration configuration
  • 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
  • Follow and improve CRM processes to manage customer requests efficiently
  • Participate in an on-call rotation to support critical customer needs
  • 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
  • Strong AI mindset and familiarity with AI-enabled support solutions, troubleshooting tools, automation technologies, and delivering scalable, high-quality customer support experiences.
  • 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

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