Senior Software Engineer - CSM

Team: IT

Location: India

Commitment: Full-time

Workplace Type: remote

Accountabilities

• Lead, coach, and mentor software engineers while supporting the successful delivery of customer-facing development projects.

• Design, develop, configure, and customize solutions based on functional and technical requirements, following established development standards and best practices.

• Perform advanced troubleshooting and root cause analysis for issues affecting the platform.

• Troubleshoot and resolve issues related to Customer Service Management (CSM), integrations, portals, and other modules where applicable.

• Support and maintain applications and modules to ensure reliability, performance, and continued business value.

• Develop, support, and maintain integrations between and external systems.

• Collaborate with stakeholders and end users to understand requirements and translate them into effective solutions.

• Participate in platform upgrades, cloning, patching, and performance optimization initiatives.

• Ensure development and configuration work follows best practices, internal standards, and established technical guidelines.

• Document technical solutions, workflows, configurations, troubleshooting activities, and issue resolutions clearly.

• Support and execute deployments across relevant environments.

Requirements

• Strong professional experience developing and implementing solutions on the platform, particularly within Customer Service Management (CSM) and custom applications.

• Experience working on complex or large-scale professional services projects.

• Strong understanding of development, configuration, troubleshooting, integrations, and platform maintenance.

• Hands-on experience with CSM, portals, and integrations with external systems.

• Experience performing advanced troubleshooting, root cause analysis, performance optimization, upgrades, cloning, patching, and deployments.

• Ability to lead, coach, and mentor software engineers while maintaining a strong hands-on technical contribution.

• Strong understanding of development best practices and the ability to translate functional and technical requirements into scalable solutions.

• Required certification: Certified System Administrator (CSA).

• One of the following certifications: Certified Application Developer (CAD) or CIS - ITSM.

• Strong communication and stakeholder-management skills, with the ability to work effectively with customers, end users, technical teams, and other stakeholders.

• A collaborative, innovative, and solution-oriented approach, with a willingness to continuously learn and adopt new capabilities.

Benefits

• Remote work model.

• Official training and opportunities to pursue multiple professional certifications.

• Guidance and mentorship from experienced professionals.

• Exposure to challenging, large-scale enterprise projects.

• Opportunities for continuous professional development and technical growth.

• A collaborative environment that values creativity, innovation, inclusion, and individual contributions.

• Supportive culture focused on work-life balance and meaningful professional experiences.

• Opportunities to work on innovative and AI-enabled solutions.