Enterprise SaaS Support Engineer

Intapp

Town of Charlotte (NY)

On-site

USD 90,000 - 120,000

Full time

8 days ago

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Benefits offered by this job

Complimentary lunches

Fully stocked kitchens

Wellness program

Flexible time off

Volunteer time off

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 that flow into the support queue, applying advanced troubleshooting to deliver timely, high-quality solutions.

You will work with SaaS and on-premise Intapp products, communicate clearly with clients, document actions, and contribute to process improvements.

Qualifications

Degree in Computer Science, IT, or related field, or equivalent work experience.
Experience with help desk ticketing and workflows.
Strong troubleshooting and analytical skills.
Experience with SaaS or on-prem enterprise software.
Excellent verbal and written communication.
Familiarity with REST/SOAP APIs.

Responsibilities

Investigate, triage and resolve tickets that flow into the help desk queue.
Assist clients with questions on technical product and configuration issues.
Resolve issues, update tickets, and communicate with clients to maintain satisfaction.
Prepare detailed reproduction steps for escalated items.
Identify delays and manage client communication.
Provide clear written and verbal updates with support contacts.
Develop methods for handling recurring issues.
Provide feedback on product development or enhancements.