Client Support Engineer

INTEGRATION APPLIANCE, INC.; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Modern offices

Free lunches

Wellness benefits

Volunteer time off

Job summary

Intapp is seeking a Client Support Engineer to join our Client Success & Support team. You will investigate, triage, and resolve tickets in the help desk queue, providing timely solutions while maintaining client satisfaction.

With enterprise software experience, you will analyze complex issues, document steps, and escalate when needed. You’ll work with a collaborative team in a fast-paced environment that emphasizes client outcomes and professional growth.

Qualifications

• Degree in CS/IT/Engineering or equivalent experience.
• Knowledge of help desk ticketing and workflows.
• Strong troubleshooting and analytical abilities.
• Basic SQL, T-SQL experience is desirable.
• Excellent verbal and written communication skills.
• Experience with SOAP and REST APIs.
• Experience with SaaS or on-premise enterprise software.
• Ability to work independently and in a team.
• Nice to have: Dell Boomi, .NET, SQL certifications.
• Basic networking troubleshooting (load balancers, Wireshark, Fiddler).
• Experience with Intapp products.

Responsibilities

• Investigate, triage and resolve tickets in the help desk queue.
• Apply troubleshooting methods and document actions.
• Assist clients with questions on product and configuration issues.
• Resolve product issues, update ticket information, and communicate updates to clients.
• Prepare detailed reproduction steps for escalated items (defects).
• Identify delays in resolution and communicate status to clients.
• Provide clear verbal and written communications with client support contacts.
• Develop and document efficient methods for handling recurring issues.
• Provide feedback on potential product development/enhancements.

Skills

Troubleshooting

Ticketing systems

Communication skills

SaaS experience

API knowledge

Education

Bachelor's degree in CS/IT/Engineering or equivalent experience

Tools

Dell Boomi

.NET

SQL

Microsoft Azure

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
• 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.
• 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 builds AI software to power the world’s top investment, legal, and consulting firms. Our clients face unique challenges: they must track and manage complex client relationships, navigate strict regulatory requirements, and manage sensitive deal information. We develop software specifically for these needs, helping firms find and win business, onboard clients safely and manage risk, deliver exceptional work, and capture full value. Today, more than 2,700 firms worldwide rely on Intapp, including 95 of the Am Law 100, 16 of the top 20 accounting firms, and more than 1,700 private capital, investment banking, and real assets firms. Intapp has helped firms achieve measurable impact — from 25% more pitch opportunities to 55% faster client onboarding — turning intelligence into competitive advantage. Founded in 2000 and headquartered in Palo Alto, California, Intapp completed a successful IPO on June 30, 2021 (NASDAQ: INTA). Alongside a global ecosystem of partners, Intapp accelerates innovation and integration, ensuring our clients are always at the forefront of transformation.

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.