Software Engineer (IC3 / IC4)

Role Overview :

We are looking for skilled Software Engineers who are passionate about solving customer-reported issues. This role focuses on triaging, investigating, and resolving customer tickets with a mix of case work, small enhancements, and defect fixes . You’ll work across front-end, back-end, or full-stack areas depending on team needs and use AI tools to speed up issue resolution and improve customer satisfaction.

Key Responsibilities :

Resolve customer-reported issues with speed, accuracy, and empathy.

Collaborate with support, product, and engineering teams to fix problems effectively.

Work on small stories and bug fixes while maintaining code quality and stability.

Communicate directly with customers when needed, ensuring professionalism and clear updates.

Use AI tools (e.g., GenAI, RAG pipelines, ServiceNow AIA Studio) to assist in debugging and automating tasks.

Document fixes and contribute to internal knowledge bases for future reference.

Required Skills :

Strong communication and customer-handling skills.

Proficiency in React (front-end) and Java (back-end) ; full-stack experience preferred.

Experience in technical troubleshooting or customer support engineering .

Familiarity with AI tools used in engineering workflows.

Ability to manage multiple cases independently and efficiently.

Preferred Qualifications :

IC3 : 5–8 years of experience in software development or support engineering.

IC4 : 8–11 years of experience with proven ownership of customer-facing issues and mentoring experience.

Exposure to Agile tools (Jira, GitHub, Confluence).

Experience with low-code or AI-assisted development environments .