Client Support Engineer

Socket.dev; Charlotte (NC); On-site; USD 65,000 - 100,000; Full time

Benefits offered by this job

Open, collaborative offices

Complimentary lunches

Wellness & development programs

Job summary

Intapp is seeking a Client Support Engineer with enterprise software experience to join our Client Success & Support team in Charlotte. You will investigate, triage and resolve tickets, support clients with product questions, and escalate where needed to deliver timely resolutions.

You will work in a collaborative culture focused on client outcomes and professional growth, with emphasis on intellectual curiosity, diversity, and teamwork.

Qualifications

• Degree in a technical field or proven work experience in technical support.
• Experience with help desk ticketing and workflows.
• Strong troubleshooting and analytical abilities.
• Experience with SaaS software and enterprise environments.

Responsibilities

• Investigate, triage and resolve tickets in the help desk queue.
• Assist clients with technical product and configuration questions.
• Resolve issues and update tickets while maintaining client satisfaction.
• Prepare detailed specs and steps to reproduce for escalations.
• Identify delays and communicate status to clients.
• Provide clear verbal and written communications with client contacts.
• Develop methods for handling recurring issues and document them.
• Provide feedback on potential product improvements.

Skills

Troubleshooting

Communication

Analytical thinking

SaaS experience

Customer facing

Education

Degree in Computer Science/IT

Tools

SQL/T-SQL

SOAP/REST API

Ticketing systems

Job description

Intapp is looking for aClient Support Engineerwith enterprise software experienceto join ourClient Success & Support team. The SupportEngineerresponsibilities include investigating, triaging and resolving tickets that flow into thesupportqueue.

In this role, you will be responsible for solving high priority and/or complex issues directly or engaging the appropriate resources to provide accurate, timely resolutions while maintaining client satisfaction. This position is expected to perform detailed research through in-depth knowledge ofIntapp solutions.

We promote a culture thatencourages a focus on client outcomes, client experience and the expertise of our team. We operate internally with a culture that is collaborative, collegial, transparent, coaching-oriented, characterized by intellectual curiosity, respectful of the individual, team-oriented, supportive of diversity of background and thought and has high expectations of performance.

What you’ll do:

• Responsible for investigating, triaging and resolving tickets that flow into the help desk queue. Applies appropriate troubleshooting methods and techniques in resolving problems and documents all actions taken.
• Assist clients with questions regarding technical product and configuration issues.
• Resolve technical product issues, update ticket information, and communicate back to the client while maintaining a high level of client satisfaction.
• Prepare detailed specifications and steps to reproduce for items requiring escalation (such as product defects).
• Identify potential delays in resolution, take corrective action, and manage communication to the client.
• Provide clear and concise verbal and written communications with clientsupport contacts.
• Develop and document efficient methods for handling commonly recurring issues.
• Provide feedback on potential areas for product development / enhancement

What you’ll need:

• Degree in a relevant field, like Computer Science, IT, Software Engineering or documented work experience in a technical support field.
• Knowledge of help desk ticketing and workflows
• Sharp troubleshooting and analytical abilities
• BasicSQL,T-SQLprogramming experience ishighly desirable
• Great verbal and written communication skills
• SOAP and REST APIKnowledge
• Dedication and commitment to resolve clientissues.
• Ability to interact with a wide range of customers and technicalissues.
• Experience with SaaS (cloud based) softwareand/or on-premise enterprise software
• Ability to work independentlyand within a team

A plus if you have:

• Familiar with supporting Dell Boomi Integration Platform
• Microsoft, .NET,SQLor similar certification
• Basic Network troubleshooting skills such as Load balancerconfiguration,use of Wireshark or Fiddler.
• Strong understanding of data structures and algorithmsincluding fundamentals of AI work and troubleshooting
• Experience with Intapp products

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: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 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-MT2

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.