Enterprise AI Support Engineer: Client & Integrations

Jobtailor; Greater London; On-site; GBP 50,000 - 75,000; Full time

Job summary

Jobtailor is recruiting for an enterprise AI support specialist to resolve Celeste-related client issues and optimize AI-driven workflows within Intapp product lines from a London-based team. You will diagnose AI-specific faults, reproduce edge cases, and escalate with clear steps and artefacts.

You will help build knowledge bases and train first- and second-line staff to sustain high service levels. The role emphasizes collaboration with Product and Engineering to improve AI behavior, ensure

Qualifications

• Proven track record providing technical support for enterprise AI products.
• Strong diagnostic and troubleshooting skills across APIs, logs, and browser-level tooling.
• Familiarity with AI and LLM-based products and retrieval-augmented generation.
• Experience with ITIL-aligned processes.
• Ability to explain technical problems to non-technical stakeholders.
• Experience with a service desk platform.

Responsibilities

• Investigate and resolve client support requests related to Celeste and its integrations across Intapp's product lines.
• Triage and diagnose AI-specific issues, including model response quality, retrieval and grounding errors, agentic workflow failures, and integration-layer failures.
• Create, prioritize, track, and update issues and feature requests in Microsoft Azure DevOps and Jira.
• Reproduce and document edge cases.
• Escalate issues to engineering with reproduction steps and supporting artefacts, including logs, HAR files, and API traces.
• Provide structured production feedback to Product and Engineering on AI behaviour, gaps, regressions, and recurring patterns.
• Create and maintain knowledge base documentation across Celeste's supported integrations.
• Provide guidance and training to first- and second-line support staff from customer and partner organizations.
• Support deployment and operation of Intapp Celeste across Intapp's full product portfolio, including DealCloud, Intapp Collaboration, Intapp Walls, and risk and compliance products.
• Support internal teams and enterprise customers as Celeste embeds into firm workflows.

Skills

Technical support

Diagnostic troubleshooting

AI/LLM familiarity

ITIL-aligned processes

Stakeholder communication

Tools

Azure DevOps

Jira

Network traces

HAR files

API traces

Job description

Jobtailor is recruiting for an enterprise AI support specialist to resolve Celeste-related client issues and optimize AI-driven workflows within Intapp product lines from a London-based team. You will diagnose AI-specific faults, reproduce edge cases, and escalate with clear steps and artefacts.

You will help build knowledge bases and train first- and second-line staff to sustain high service levels. The role emphasizes collaboration with Product and Engineering to improve AI behavior, ensure