IT & Software

AI Client Support Engineer

Intapp

London · Greater London · United Kingdom

Overview

In this role you will support the deployment and operation of Celeste across Intapp’s product portfolio, focusing on cross-product integrations and AI feature behavior. You’ll troubleshoot complex integration issues, liaise with stakeholders, and feed production insights back to product and engineering. You’ll work with internal teams and enterprise customers to ensure Celeste embeds smoothly into firm workflows. This is a hands-on, cross-functional position at an innovative AI-enabled software company.

Pay / Benefits
  • training reimbursement
  • modern open offices
  • complimentary lunches
  • wellness programs
  • flexible time off
  • family-formation benefits and support
Responsibilities
  • Investigate and resolve client support requests for Celeste and integrations across DealCloud, Collaboration, Walls, and risk products
  • Triage AI-specific issues: model quality, retrieval/grounding errors, and integration layer failures
  • Create, prioritize, and track issues in Azure DevOps and Jira
  • Reproduce edge cases and provide clear reproduction steps and artefacts for escalation
  • Provide structured feedback to Product/Engineering on AI behavior, gaps, and patterns across users and deployments
  • Create and maintain knowledge base documentation for Celeste integrations
  • Provide guidance and training to first and second-line support staff
Key requirements
  • Proven enterprise AI product support with strong diagnostic skills across APIs, logs, and browser-level tooling
  • Familiarity with AI/LLM concepts: retrieval-augmented generation, prompt behavior, agentic workflows
  • Understanding of professional/financial services workflows and cross-product scopes
  • Ability to use browser tools, network traces, logs, and API responses to find root causes
  • Experience with service desks and ITIL-aligned processes
  • Clear, direct communication to non-technical stakeholders and engineers
  • Ability to manage multiple concurrent issues across products and teams
  • Strong communication
  • Prioritization and escalation judgment
  • Collaborative mindset
  • APIs, logs, and browser tooling diagnostics
  • AI/LLM concepts (retrieval-augmented generation, agentic workflows)
  • Azure DevOps

Reference: WJ-747_30141010

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