Client Support Engineer

Intapp; Charlotte (NC); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Wellness program

Volunteer time off

Donation matching

Job summary

Intapp is seeking a Client Support Engineer with enterprise software experience to join our Client Success & Support team. You will investigate, triage and resolve tickets, communicating clearly with clients while escalating complex issues when needed.

You'll solve high-priority problems, perform in-depth research on Intapp solutions and contribute to improving support processes and product enhancements.

Qualifications

• Degree in Computer Science, IT, Software Engineering or equivalent practical experience.
• Knowledge of help desk ticketing and workflows.
• Strong troubleshooting and analytical abilities.
• Basic SQL, T-SQL knowledge is desirable.
• Excellent verbal and written communication skills.
• SOAP and REST API knowledge.
• Experience with SaaS or on-premise enterprise software.

Responsibilities

• Investigate, triage and resolve tickets that flow into the support queue.
• Assist clients with questions regarding technical product and configuration issues.
• Resolve issues, update ticket information and communicate with the client.
• Prepare detailed reproduction steps for escalated items (defects).
• Identify delays, take corrective action and manage client communications.
• Provide clear verbal and written communications with client contacts.
• Develop efficient methods for handling common issues.
• Offer feedback on potential product development or enhancements.

Skills

Ticketing systems

Troubleshooting

SQL basics

API knowledge

Customer communication

SaaS experience

Independent work

Education

Degree in Computer Science or IT

Tools

Dell Boomi

CRM software

Job description

Intapp is looking for a Client Support Engineer with enterprise software experience to join our Client Success & Support team. The Support Engineer responsibilities include investigating, triaging and resolving tickets that flow into the support queue.

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 of Intapp solutions.

We promote a culture that encourages 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 client support 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
• Basic SQL , T-SQL programming experience is highly desirable
• Great verbal and written communication skills
• SOAP and REST API Knowledge
• Dedication and commitment to resolve client issues.
• Ability to interact with a wide range of customers and technical issues.
• Experience with SaaS (cloud based) software and/or on-premise enterprise software
• Ability to work independently and within a team

A plus if you have:

• Familiar with supporting Dell Boomi Integration Platform
• Microsoft, .NET, SQL or similar certification
• Basic Network troubleshooting skills such as Load balancer configuration, use of Wireshark or Fiddler.
• Strong understanding of data structures and algorithms including 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.

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.

Please note: Intapp will not hire through text message, social media, or email alone. We will never extend a job offer unless you have been contacted directly by an Intapp recruiter and have participated in the interview process which will generally consist of 3 or more virtual or in person meetings. Please note that Intapp only uses company email addresses, which contain “@intapp.com” or “@dealcloud.com” to communicate with candidates via email. Intapp will never ask for financial information of any kind or for any payment during the job application process. We post all legitimate job openings on the Intapp Career Site at https://www.intapp.com/working-at-intapp/. If you believe you were a victim of such a scam, you may contact your local authorities. Intapp is not responsible for any claims, losses, damages, or expenses resulting from scammers.