AI Client Support Engineer

INTAPP LIMITED; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Training reimbursement

Free lunches

Wellness program

Flexible time off

Family-formation benefits

Volunteer time off

Donation matching

Job summary

INTAPP LIMITED in London is seeking a Client Support Engineer to join our hybrid team. You will investigate and resolve client support requests related to Celeste and cross-product integrations, combining strong troubleshooting with an understanding of AI concepts in production.

You’ll triage model quality issues, document edge cases with clear steps, and feed insights back to Product and Engineering while training first/second-line staff.

Qualifications

• Proven track record providing technical support for enterprise AI products.
• Strong diagnostic skills across APIs, logs and browser-level tooling.
• Experience with AI concepts such as retrieval-augmented generation and agentic workflows.

Responsibilities

• Investigate and resolve client support requests related to Celeste and integrations across product lines.
• Triage and diagnose AI-specific issues including model quality, retrieval and grounding errors.
• Create, prioritize, track, and update issues in Azure DevOps and Jira.
• Reproduce and document edge cases with clear steps and artifacts for engineering.
• Provide structured feedback to Product and Engineering on AI behavior in production.
• Create and maintain knowledge base documentation for Celeste integrations.
• Provide guidance and training to first and second-line support staff.

Skills

Technical support

Troubleshooting

APIs

Logs

Browser tools

Tools

Microsoft Azure DevOps

Jira

Job description

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 DealCloud, 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.

What you will do

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 DealCloud, Collaboration, Walls, and Intapp's risk products.

Create, prioritize, track, and update issues and feature requests in Microsoft Azure DevOps 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.

What you will need

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 dealmaking 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.

What you will gain

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.

Here, you will have the opportunity to: Expand your skills: Build expertise across Intapp's full product portfolio and develop a deep understanding of how applied AI integrates with specialized professional and financial services workflows — 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 everything you need to stay energized throughout the day.

Support what matters most: Our comprehensive wellness and flexible time off programs and our benefits are designed to care for you and your family.

Our family-formation benefits and support during your family-building journey ensure you have the resources you need when it matters most.

We believe in giving back and supporting our communities with paid volunteer time off and a donation matching program for the causes you care about.

Join us and be a part of a collaborative and welcoming culture where your contributions are valued and your professional growth is a priority.

Together, we are building a company of long-term value that we can all be proud of.

#LI-NL1

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.