Senior Software Engineer, Customer Support

At Icertis, we are revolutionizing how United States federal agencies and government organizations manage their most important contracts, spanning defense, healthcare, public safety, and more.

Join our public sector customer support team and help drive technological transformation for the US government and federal agencies where your work will make a direct impact on national operations. Discover more about Icertis public sector solutions here: https://www.icertis.com/solutions/industry/public-sector/

This position requires on site presence at our new Northern Virginia office (Reston Town Centre), which is currently in the process of being established.

This position will be working on US government contracts which require either US Citizens or US Persons (Permanent Residents) depending on the project.  Additionally, this role may require the ability to obtain and maintain a US government Top Secret security clearance. 

Role Overview:

We’re looking for a Software Engineer to join our Platform and Application Support team supporting customers in the government and public sector.

This is a technical hands-on role where you will work directly with customers to troubleshoot complex issues, deliver code-level fixes, support production environments, and respond to enhancement requests based on customer use cases.

This role is ideal for a software engineer who enjoys deep technical problem-solving in a customer-facing context.

You’ll be part of a small, focused team that works directly with the customers to ensure their systems run smoothly and efficiently. You’ll play a key role during go-live phases, supporting changes in workflows, configuring reports, configuring integrations, and providing triage and resolution of technical issues.

Due to the nature of the work participation in an on-call rotation is expected.

#LI-MV1

Customer & Production Support
o    Understand the product in depth and how it is used by the customer. 
o    Identify solutions and risks in assigned work. 
o    Contribute to and lead troubleshooting sessions. 
o    Provide bug fixes and review code quality to ensure performance at cloud scale. 
o    Work independently within self-organized Agile teams.
o    Provide technical support during go-live phases, including: Workflow updates, Screen layout changes, Report creation, Database scripting, Integration configuration.
o    Work with customers to solve system integration issues. 
o    Collaborate with development teams to track bugs and suggest improvements. 
o    Troubleshoot complex production issues and deliver code-level fixes or workarounds.
o    Support production and staging environments, including hotfixes, patches, and upgrades.
 

Configuration & Enhancements
o    Work with functional consultants to understand customer requirements and provide technical solutions. 
o    Plan and identify solutions and risks in assigned work. 
o    Lead and contribute to design discussions. 
o    Implement product features that are secure, scalable, robust, and easy to maintain. 
o    Support and implement: Workflow updates, Screen and layout changes, Report creation, Database scripts and queries, Integration configurations.
o    Analyze customer use cases and respond to enhancement requests.
o    Create and maintain knowledge base articles for internal teams and customers.
o    Follow and continuously improve CRM processes for managing customer requests.
o    Contribute to agile practices and follow best coding and quality standards.
 

Collaboration & Growth
o    Work closely with customers on-site and off-site to understand business needs.

• Experience in application development, technical support, or sustaining engineering.
• Experience supporting federal, aerospace, and defense industry is preferred.
• Strong development and troubleshooting skills on the Microsoft stack:
• C#, ASP.NET, MVC, SQL, Stored Procedures, JavaScript
• Familiarity with customer support tools, ticketing systems, and CRM workflows.
• Exposure to Azure and cloud platforms.
• Familiarity with regulatory and security frameworks such as ITAR, DFARS, and NIST is a plus.
• Excellent written and verbal communication skills, with the ability to communicate technical concepts effectively with customers and internal teams.
• Strong analytical skills and a customer-centric problem-solving mindset.
• A bachelor’s degree in engineering, computer science, or a related technical field is preferred.

Salary Range:

Min $100,000 - Max $150,000 USD per year
Pay offered will vary based on job-related factors such as location, experience, training, skills, and abilities. In addition to b