AI Client Support Engineer

Client Support Engineer London
-hybrid

Intapp is looking for an AI support engineer to support the deployment and operation of Intapp Celeste across Intapp's full product portfolio. This role covers Celeste's integration with Deal Cloud, Intapp Collaboration, Intapp Walls, and Intapp's risk and compliance products — supporting both internal teams and enterprise customers as Celeste embeds into firm workflows. The ideal candidate combines strong technical troubleshooting skills with a working understanding of how large language models and agentic workflows behave in production.

You are comfortable digging into complex cross-product integration issues, communicating clearly across a range of stakeholders, and feeding real-world signal back into the product and engineering teams. Previous experience in legal, investment banking, private capital, or other professional services is preferred.

Investigate and resolve client support requests related to Celeste and its integrations across Intapp's product lines, covering AI feature behaviour, data surfacing issues, agentic workflow failures, and cross-product integration behaviour.

Triage and diagnose AI-specific issues including model response quality, retrieval and grounding errors, and failures at the integration layer between Celeste and products such as Deal Cloud, Collaboration, Walls, and Intapp's risk products.

Create, prioritize, track, and update issues and feature requests in Microsoft Azure Dev Ops and Jira.

Reproduce and document edge cases, escalating to engineering with clear reproduction steps and supporting artefacts (logs, HAR files, API traces).

Provide structured feedback to Product and Engineering on AI behaviour observed in production — gaps, regressions, and patterns that surface across users, business units, and customer deployments.

Create and maintain knowledge base documentation across Celeste's supported integrations, keeping it accurate as the product evolves.

Provide guidance and training to first and second-line support staff from customer and partner organizations.

Proven track record providing technical support for enterprise AI products, with strong diagnostic and troubleshooting skills across APIs, logs, and browser-level tooling.

Familiarity with AI and LLM-based products — you understand concepts such as retrieval-augmented generation, prompt behaviour, and agentic workflows well enough to triage issues and communicate clearly with both users and engineers.

Breadth of understanding across professional and financial services workflows — familiarity with deal making and relationship management, document and content management, risk and compliance, or conflicts and walls processes is an advantage given the cross-product scope of this role.

Comfortable working with browser developer tools, network traces, log files, and API responses to identify root causes.

Experience using a service desk platform and working within ITIL-aligned processes.

Clear and direct communicator — able to explain technical problems to non-technical stakeholders and translate user feedback into actionable engineering input.

Ability to manage concurrent issues across multiple products and customer teams, with good judgment on prioritization and escalation.

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…