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.

• 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

• 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
• 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 enterprise 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 including fundamentals of AI work and troubleshooting
• Experience with Intapp products

• At Intapp, you’ll get the opportunity to bring your talents and intellectual curiosity to create better outcomes for our people and our clients. You’ll be part of a growing public company, with a modern work environment that’s connected yet flexible and where your professional growth and well-being are top priorities. We’ll collaborate and grow together, supporting each other in a positive, open atmosphere that fosters creativity, innovation, and teamwork.
• Expand Your
  
  Skills:
  
  Unlock your potential with professional development opportunities supported by a community of experienced professionals. We offer reimbursement for training and continuing education to help you stay ahead in your career.
• Enjoy Where You Work:
  Thrive in our modern, open offices designed to inspire creativity and collaboration. Our complimentary lunches and fully stocked kitchens ensure you have…