IT & Software

Senior Software Engineer – Customer Support

Icertis

London · Greater London · United Kingdom

Overview

In this hands-on Software Engineer role, you support UK government customers as part of the Level 3 Customer Support team. You work in a hybrid setup in Central London, collaborating with cross-functional teams to ensure systems run smoothly and to assist during go-live periods. You will implement technical fixes, configure integrations, and develop reports, making a measurable impact on public sector outcomes. A clear hook is your ability to translate complex problems into practical, scalable solutions.

Responsibilities
  • Understand the product deeply and how it’s used to achieve business outcomes
  • Analyze complex issues and deliver code-level solutions
  • Collaborate with development teams to track bugs and suggest improvements
  • Provide technical support during go-live phases (workflow updates, UI changes, report creation, DB scripting, integration configuration)
  • Respond to enhancement requests based on customer use cases
  • Create and maintain knowledge base articles for 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
Key requirements
  • Strong development and troubleshooting skills on the Microsoft stack: C#, ASP.NET, MVC, SQL, Stored Procedures, JavaScript
  • Exposure to Azure and cloud computing
  • 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
  • Excellent written and verbal communication
  • Active listening
  • Problem solving
  • C#, ASP.NET, MVC, SQL, Stored Procedures, JavaScript
  • Azure and cloud computing
  • AI-enabled support solutions, automation technologies

Reference: WJ-747_30144466

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