Client Support Engineer

Intapp•Charlotte, NC

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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