20 days old

Product Support Engineer

San Francisco, CA 94116
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Title: Product Support Engineer
Location: West Coast

Intapp is looking for a Product Support Engineerwith 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 customer 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, respectful of the individual, celebrates 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 get:

  • Competitive compensation, including meaningful equity participation
  • Challenging and rewarding work
  • Generous benefits package
  • An incredible team of smart and mission-driven people to work with

Bonus if you have:

  • Experience in Intapp Time and Intapp Integrate
  • 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
  • Ability to interact with a wide range of customers and technical issues.
  • Familiar with supporting Dell Boomi Integration Platform.


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.
  • Experience with SaaS (cloud based) software and/or on-prem software
  • Ability to work independently and within a team.


Posted: 2021-04-19 Expires: 2021-05-21

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Product Support Engineer

San Francisco, CA 94116

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