Position: Client Support Engineer
Company: Intapp
Category: Support
Experience required: 3y
English level: upper

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 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.

Bonus if you have:
-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 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