Client Support Engineer

Intapp; Portugal; Híbrido; EUR 50 000 - 65 000; Tempo integral

Resumo da oferta

Intapp is hiring a Client Support Engineer to own the resolution of technical issues across Intapp Time, spanning cloud and on-premise environments. You'll diagnose using SQL, APIs, logs, and browser diagnostics, and communicate clear updates to clients while ensuring rapid triage and root-cause identification.

Based in Lisbon, London, or Belfast with hybrid working, you will support enterprise SaaS deployments for top law and professional services firms, collaborating with cross-functional

Qualificações

• Experience supporting enterprise SaaS or on-premise software in a client-facing technical support or application support role.
• Strong troubleshooting and analytical skills to investigate complex symptoms across integrations, APIs, and application layers.
• Working knowledge of relational databases and SQL; experience with Microsoft SQL Server and T‑SQL is desirable.
• Familiarity with SOAP/REST APIs, HTTP, JSON/XML payloads, and integration issues.
• Excellent written and verbal communication, with ownership and accountability.

Responsabilidades

• Own triage, investigation, and resolution of client-reported issues across Intapp Time in cloud and on-premise environments.
• Diagnose issues across the Intapp Time ecosystem using logs, browser diagnostics, and API responses to isolate root cause.
• Troubleshoot integrations between Intapp Time and clients' practice-management or financial-management systems using SQL, SOAP/REST APIs, and integration logs.
• Provide clear updates to client contacts and prepare escalation packages for confirmed product defects.
• Maintain audit-ready tickets and help create knowledge articles and troubleshooting guides.

Conhecimentos

SaaS support

Troubleshooting

SQL

APIs

Ferramentas

SQL Server

Descrição da oferta de emprego

Intapp Time

London, Belfast or Lisbon -hybrid working

Intapp is the leading provider of AI for the legal and professional services sector. Our Celeste AI platform powers a new generation of firm intelligence — and Intapp Time is at its heart, helping fee-earners capture time effortlessly and firms bill with confidence.

As a Client Support Engineer, you'll own the resolution of technical issues across Intapp Time, working with some of the world's most respected law and professional services firms. You'll use SQL, API tooling, logs, and browser diagnostics to get to root cause fast — and communicate clearly when it matters most.

What You Will Do

As a Client Support Engineer, you can expect to:

• 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.

What You Will Need

Intapp is looking for intellectually curious, self-motivated professionals who like to get hands-on to contribute to the overall success of the business and their team. To apply for this Client Support Engineer role, you will ideally have:

• Experience supporting enterprise SaaS and/or on-premise software in a client-facing technical support or application support role, including practical experience with ticketing workflows, SLA management, and impact-based prioritisation.
• 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.

What You Will Gain At Intapp

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: 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 everything you need to stay energized throughout the day.
• Support What Matters Most: Our comprehensive wellness and flexible time off programmes 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 programme 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.

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.