Client Support Engineer - Enterprise SaaS (Hybrid)

Intapp; Lisboa; Híbrido; EUR 36 000 - 60 000; Tempo integral

Resumo da oferta

Intapp is seeking a Client Support Engineer to join the Client Success & Support team in a hybrid role based in Lisbon, London, or Belfast. You will investigate and resolve issues across Intapp Time in cloud and on-premise environments, working with SQL, APIs, and integrations to ensure client success.

The role emphasizes ownership, strong technical troubleshooting, and clear communication with clients to translate findings into actionable next steps and timely resolutions.

Qualificações

• 2+ years' experience supporting enterprise SaaS and/or on-premise software in a client-facing technical support or application support role.
• Experience supporting integrations between enterprise business applications.
• Practical experience with ticketing systems and support workflows, including impact-based prioritisation, SLA management, and accurate technical documentation.
• Strong troubleshooting and analytical skills, with the ability to investigate complex symptoms, interpret logs, and identify root cause.
• Working knowledge of relational databases and SQL; Microsoft SQL Server and T-SQL experience 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.
• A strong sense of ownership and client responsibility, with the ability to work independently, collaborate across cross-functional teams, and exercise sound judgement on when to elevate.
• A genuine interest in using AI tools to improve the speed, quality, and consistency of support work; hands‑on experience applying AI in a support or technical environment is an advantage.

Responsabilidades

• Own investigation, triage, and resolution of client-reported issues across Intapp Time in cloud and on-premise environments.
• Diagnose issues across the Intapp Time ecosystem, including the web application, Admin, Desktop, Desktop Extension, Mobile, Capture, tenant configuration, and identity and access management.
• Investigate common support scenarios such as time-entry and submission failures, missing client or matter data, validation and synchronisation issues, performance problems, login failures, and integration errors.
• Use logs, error messages, configuration, browser diagnostics, API responses, and client-provided evidence to isolate root cause and distinguish product defects from configuration, data, network, or environmental issues.
• Troubleshoot integrations between Intapp Time and clients' practice-management or financial-management systems using SQL, stored procedures, SOAP/REST APIs, data mappings, service accounts, and integration logs.
• Support issues involving Intapp Integration Service (Dell Boomi) and Intapp Integrate, including schedules, connectors, mappings, credentials, queues, and process reporting.
• Apply impact-based triage and prioritisation, taking account of production availability, affected users, business impact, and service-level expectations, and act promptly on high-priority or widespread issues.
• Provide accurate, timely, and technically clear updates to client contacts, translating complex findings into practical next steps and maintaining ownership through to resolution.
• Prepare complete escalation packages for product defects, including business impact, diagnostic evidence, steps to reproduce, and relevant logs.
• Recognise when a request falls outside break-fix support and route it to the appropriate team while maintaining a smooth client handover.
• Maintain accurate, audit-ready ticket records and contribute to knowledge articles and troubleshooting guides that improve consistency and time to resolution.

Conhecimentos

Troubleshooting

Technical communication

Ownership

AI in support

SQL knowledge

Ferramentas

SQL Server (T-SQL)

SOAP/REST APIs

Postman

Descrição da oferta de emprego

Intapp is seeking a Client Support Engineer to join the Client Success & Support team in a hybrid role based in Lisbon, London, or Belfast. You will investigate and resolve issues across Intapp Time in cloud and on-premise environments, working with SQL, APIs, and integrations to ensure client success.

The role emphasizes ownership, strong technical troubleshooting, and clear communication with clients to translate findings into actionable next steps and timely resolutions.