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Senior Software Engineer – Customer Support

Hybrid in London·Added yesterday (last checked 28 Oct)

Icertis

3 open roles

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Our summary

Work mode
Hybrid, London
Experience
Senior level

Skills

Nice to have

Requirements

What we're looking for

  • 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
  • Familiarity with customer support tools and processes
  • 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

Nice to have

  • Exposure to Azure and cloud computing is a plus
  • Strong AI mindset and familiarity with AI-enabled support solutions, troubleshooting tools, automation technologies, and delivering scalable, high-quality customer support experiences.

The role

Software Engineer - Customer Support (Level 3) for UK government customers, hybrid in Central London, delivering technical solutions and on‑call support.

What you'll do

  • 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

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