Application Support Engineer, Icertis

$70-120k

+ Bonus & Equity

SQL

JavaScript

Salesforce

Azure

ASP.NET

Freshdesk

MVC

ServiceNow

Mid and Senior level

Remote from US

AI-powered contract management & intelligence platform

Job no longer available

AI-powered contract management & intelligence platform

1001+ employees

B2BArtificial IntelligenceHRComplianceLegalSaaS

Job no longer available

$70-120k

+ Bonus & Equity

SQL

JavaScript

Salesforce

Azure

ASP.NET

Freshdesk

MVC

ServiceNow

Mid and Senior level

Remote from US

1001+ employees

B2BArtificial IntelligenceHRComplianceLegalSaaS

Company mission

To empower companies to realize the full intent and higher purpose of every contract, so they can build trust, strengthen bonds, and create a better world.

Job

Company

Role

Who you are

Bachelor’s or Master’s degree in Computer Science, IT, or Engineering is preferred; equivalent experience will be considered
3+ years of experience in Application Development, Support, or Sustaining Engineering roles
Strong ability to understand complex domain problems and quickly create proof of concepts (PoC)
Expertise in development and troubleshooting on the Microsoft platform, including C#, ASP.NET, MVC, SQL, Stored Procedures, and JavaScript
Experience working with Enterprise-level customers is required
Prior experience with Microsoft Azure is a plus
Familiarity with CLM products and support tools like FreshDesk, ServiceNow, or SalesForce ServiceCloud is beneficial
Due to Federal contract requirements, candidates must be U.S. citizens or lawful permanent residence by a Permanent Resident Card (USCIS I-551)

What the job involves

As an Application Support Engineer within our Customer Support unit, you will play a critical role in enhancing customer satisfaction by providing top-tier technical support and working closely with Federal customers.
This hybrid role includes providing Level 3 support, leading enhancements, and occasionally acting as a Technical Account Manager (TAM).
Your focus will be on delivering exceptional technical and operational support to strengthen Icertis’ relationships with its customers. #LI-BP1
Gain a deep understanding of our product and how it’s used by our customers
Serve as a Technical Account Manager when necessary, ensuring customer issues are tracked and advocating for customer needs within Icertis
Collaborate with customers, both on-site and remotely, to troubleshoot issues and provide workarounds using your software development expertise
Customize and enhance our product based on customer use-cases and requests
Support hot fixes, patches, and upgrade deployments in production and staging environments, coordinating closely with customers to schedule and test updates
Identify, track, and define bugs, contributing innovative ideas to enhance product quality
Create knowledge base articles to streamline troubleshooting and speed up issue resolution for both customers and internal teams
Offer technical guidance, mentorship, and support to team members, and participate in hiring processes
Work within Agile methodologies, adhering to best coding practices to ensure quality and timely delivery
Follow and enhance CRM processes to efficiently manage customer issues
Be prepared to travel up to 10% as needed

Our take

As part of its pitch, Icertis cites World Commerce & Contracting research which shows that optimized contract development and management can save companies an average of 9% of their annual revenue. It may seem that the company is targeting small margins, but with customers including Google, Microsoft, and Johnson & Johnson, the real numbers are huge.

The 2009-founded company offers a comprehensive range of products to manage every stage of a contract lifecycle from setup to approval and reporting, but its main value differentiator might be its AI applications, which can analyze previous negotiations at scale and visualize deep data insights on performance.

The company has seen a steady stream of investment since its founding and is using its 2022 VC from German multinational SAP to deepen the integration between the two companies' software tools. Alongside a range of other lucrative partnerships, Icertis has gained further attention due to its winning the 2023 Artificial Intelligence Excellence Award, led by Business Intelligence Group.

Steph

Company Specialist at Welcome to the Jungle

Insights

Top investors

Glassdoor (3.5)

Company

Funding (last 2 of 8 rounds)

Mar 2025

$50m

LATE VC

Oct 2022

$75m

CONVERTIBLE

Total funding: $416m

Company HQ

Bridle Trails, Kirkland, WA

Leadership

Samir Bodas

(Co-Founder & CEO)

Before co-founding Icertis they held multiple leadership roles at Microsoft, and was CEO of two IT services firms, Disha Technology and Aztecsoft, overseeing rapid growth followed by successful exits.

Monish Darda

(Co-Founder & CTO)

Co-inventor of two patents in cloud resource management and provisioning. Led a string of successful ventures prior to co-founding Icertis, including the launch of BladeLogic’s India R&D (acquired by BMC Software).

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