Hybrid Client Support Engineer - AI Time, Enterprise SaaS

INTAPP LIMITED; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Complimentary lunches

Fully stocked kitchens

Wellness benefits

Paid volunteer time off

Donation matching programme

Flexible time off

Job summary

Intapp is seeking a Client Support Engineer to own triage, investigation, and resolution of client-reported issues across Intapp Time in cloud and on-premise environments.

You will diagnose issues using logs, browser diagnostics, and API responses, troubleshoot integrations with clients' practice-management or financial-management systems, and communicate updates clearly to clients while ensuring audit-ready ticket records.

Qualifications

• Experience supporting enterprise SaaS or on-premise software in a client-facing technical support or application support role.
• Strong troubleshooting and analytical skills, with the ability to investigate complex symptoms, interpret logs, and identify root cause across integrations, APIs, and application layers.
• Working knowledge of relational databases and SQL; experience with Microsoft SQL Server and T-SQL is highly desirable.
• Working knowledge of SOAP and REST APIs, HTTP, authentication, JSON/XML payloads, and common integration or connectivity issues.
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical client contacts, and a strong sense of ownership and accountability.

Responsibilities

• Own triage, investigation, and resolution of client-reported issues across Intapp Time in cloud and on-premise environments, applying impact-based prioritisation and acting promptly on high-priority or widespread incidents.
• Diagnose issues across the full Intapp Time ecosystem — web application, Admin, Desktop, Desktop Extension, Mobile, Capture, tenant configuration, and identity and access management — using logs, error messages, browser diagnostics, and API responses to isolate root cause.
• Troubleshoot integrations between Intapp Time and clients' practice-management or financial-management systems using SQL, stored procedures, SOAP and REST APIs, data mappings, service accounts, and integration logs, including Intapp Integration Service (Dell Boomi) and Intapp Integrate.
• Provide accurate, timely, and technically clear updates to client contacts throughout the lifecycle of each issue, translating complex findings into practical next steps and preparing complete escalation packages for confirmed product defects.
• Maintain audit-ready ticket records, contribute to knowledge articles and troubleshooting guides, and recognise when a request falls outside break-fix support and route it appropriately while ensuring a smooth client handover.

Skills

SaaS support

SLA management

Troubleshooting

SQL

REST/SOAP APIs

Tools

Microsoft SQL Server

T-SQL

SOAP API

REST API

Job description

Intapp is seeking a Client Support Engineer to own triage, investigation, and resolution of client-reported issues across Intapp Time in cloud and on-premise environments.

You will diagnose issues using logs, browser diagnostics, and API responses, troubleshoot integrations with clients' practice-management or financial-management systems, and communicate updates clearly to clients while ensuring audit-ready ticket records.