Client Support Engineer

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

• Expand Your Skills: 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.
• Enjoy Where You Work: 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.
• Support What Matters Most: 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.