At a Glance
- Tasks: Resolve technical issues for top law firms using SQL and API tools.
- Company: Join Intapp, a leader in AI for legal and professional services.
- Benefits: Enjoy competitive pay, wellness programmes, and flexible working options.
- Other info: Collaborative culture with opportunities for professional development and community support.
- Why this job: Make a real impact while growing your skills in a supportive environment.
- Qualifications: Experience in client-facing tech support and strong troubleshooting skills required.
The predicted salary is between 49500 - 60500 £ per year.
Intapp is the leading provider of AI for the legal and professional services sector. Our Celeste AI platform powers a new generation of firm intelligence — and Intapp Time is at its heart, helping fee-earners capture time effortlessly and firms bill with confidence.
As a Client Support Engineer, you'll own the resolution of technical issues across Intapp Time, working with some of the world's most respected law and professional services firms. You'll use SQL, API tooling, logs, and browser diagnostics to get to root cause fast — and communicate clearly when it matters most.
What you will do
- Own triage, investigation, and resolution of client-reported issues across Intapp Time in cloud and on-premise environments, applying impact-based prioritisation and acting promptly on high-priority or widespread incidents.
- Diagnose issues across the full Intapp Time ecosystem — web application, Admin, Desktop, Desktop Extension, Mobile, Capture, tenant configuration, and identity and access management — using logs, error messages, browser diagnostics, and API responses to isolate root cause.
- Troubleshoot integrations between Intapp Time and clients' practice-management or financial-management systems using SQL, stored procedures, SOAP and REST APIs, data mappings, service accounts, and integration logs, including Intapp Integration Service (Dell Boomi) and Intapp Integrate.
- Provide accurate, timely, and technically clear updates to client contacts throughout the lifecycle of each issue, translating complex findings into practical next steps and preparing complete escalation packages for confirmed product defects.
- Maintain audit-ready ticket records, contribute to knowledge articles and troubleshooting guides, and recognise when a request falls outside break-fix support and route it appropriately while ensuring a smooth client handover.
What you will need
- Experience supporting enterprise SaaS and/or on-premise software in a client-facing technical support or application support role, including practical experience with ticketing workflows, SLA management, and impact-based prioritisation.
- Strong troubleshooting and analytical skills, with the ability to investigate complex symptoms, interpret logs, and identify root cause across integrations, APIs, and application layers.
- Working knowledge of relational databases and SQL; experience with Microsoft SQL Server and T‑SQL is highly desirable.
- Working knowledge of SOAP and REST APIs, HTTP, authentication, JSON/XML payloads, and common integration or connectivity issues.
- Excellent written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical client contacts, and a strong sense of ownership and accountability.
What you will gain at Intapp
- 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.
- 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 energised throughout the day.
- Our comprehensive wellness and flexible time off programmes 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 programme 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 provides equal employment opportunities to all qualified applicants and will make hiring decisions without regard to race, colour, 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.
Client Support Engineer employer: INTAPP LIMITED
INTAPP LIMITED is an exceptional employer that prioritises professional growth and development, particularly for leaders in the EMEA region. With a strong emphasis on work-life balance, employees benefit from unique offerings such as paid volunteer time off and comprehensive wellness programmes, fostering a supportive and dynamic work culture. Joining INTAPP means being part of a forward-thinking team dedicated to innovation and client success, making it a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Client Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at INTAPP LIMITED. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like INTAPP LIMITED before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to INTAPP LIMITED:Your cover letter is your chance to shine! Tell us why you want to work at INTAPP LIMITED specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at INTAPP LIMITED!
How to prepare for a job interview at INTAPP LIMITED
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
