Client Support Engineer

Intapp is looking for a Client Support Engineer with enterprise software experience to join our Client Success & Support team.

The Support Engineer responsibilities include investigating, triaging and resolving tickets that flow into the support queue.

In this role, you will be responsible for solving high priority and/or complex issues directly or engaging the appropriate resources to provide accurate, timely resolutions while maintaining client satisfaction. This position is expected to perform detailed research through in-depth knowledge of Intapp solutions.

We promote a culture that encourages a focus on client outcomes, client experience and the expertise of our team. We operate internally with a culture that is collaborative, collegial, transparent, coaching-oriented, characterized by intellectual curiosity, respectful of the individual, team-oriented, supportive of diversity of background and thought and has high expectations of performance.  

What you’ll do:

• Responsible for investigating, triaging and resolving tickets that flow into the help desk queue. Applies appropriate troubleshooting methods and techniques in resolving problems and documents all actions taken.

• Assist clients with questions regarding technical product and configuration issues.

• Resolve technical product issues, update ticket information, and communicate back to the client while maintaining a high level of client satisfaction.

• Prepare detailed specifications and steps to reproduce for items requiring escalation (such as product defects).

• Identify potential delays in resolution, take corrective action, and manage communication to the client.

• Provide clear and concise verbal and written communications with client support contacts.

• Develop and document efficient methods for handling commonly recurring issues.

• Provide feedback on potential areas for product development / enhancement

What you’ll need:

• Degree in a relevant field, like Computer Science, IT, Software Engineering or documented work experience in a technical support field.

• Knowledge of help desk ticketing and workflows

• Sharp troubleshooting and analytical abilities

• Basic SQL , T-SQL programming experience is highly desirable

• Great verbal and written communication skills

• SOAP and REST API Knowledge

• Dedication and commitment to resolve client issues.

• Ability to interact with a wide range of customers and technical issues.

• Experience with SaaS (cloud based) software and/or on-premise software

• Ability to work independently and within a team

A plus if you have:

• Familiar with supporting Dell Boomi Integration Platform

• Microsoft, .NET, SQL or similar certification

• Basic Network troubleshooting skills such as Load balancer configuration, use of Wireshark or Fiddler.

• Strong understanding of data structures and algorithms

• Experience with Intapp products

What you'll gain at Intapp:

In return for your passion, commitment, and collaborative approach, we offer:

• Competitive base salary plus variable compensation and equity

• A flexible work environment

• Generous paid parental leave, including adoptive leave

• Traditional comprehensive benefits, plus:

• Flexible Paid Time Off

• Tuition Reimbursement Plan

• Family Formation benefit offered by Carrot

• Wellness programs and benefits provided by Modern Health

• Paid volunteer time off and donation matching for the causes you care about

• Home office stipend

• Opportunities for personal growth and professional development supported by a community of talented professionals

• An open, collaborative environment where your background and contributions are valued

• Experience at a growing public company where you can make an impact and achieve your goals

Intapp provides equal employment opportunities to all qualified applicants and will make hiring decisions without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristic protected by federal, state or local laws.

Please note: Intapp will not hire through text message, social media, or email alone. We will never extend a job offer unless you have been contacted directly by an Intapp recruiter and have participated in the interview process which will generally consist of 3 or more virtual or in person meetings. Please note that Intapp only uses company email addresses, which contain “@intapp.com” or “@dealcloud.com” to communicate with candidates via email. Intapp will never ask for financial information of any kind or for any payment during the job application process. We post all legitimate job openings on the Intapp Career Site at https://www.intapp.com/working-at-intapp/. If you believe you were a victim of such a scam, you may contact your local authorities. Intapp is not responsible for any claims, losses, damages, or expenses resulting from scammers.