Enterprise SaaS 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 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.