IT & Software

Client Support Engineer

Intapp

London · Greater London · United Kingdom

Overview

In this role you will own the triage, investigation, and resolution of client-reported issues for Intapp Time across cloud and on-premise environments. You will diagnose across the full ecosystem, including web, Admin, Desktop, Mobile, and integrations, using logs and API responses to identify root causes. You’ll communicate clearly with clients, provide practical next steps, and prepare escalation packages for defects. This role offers a hands-on, impact-driven opportunity to support world-class law and professional services firms and help them bill with confidence.

Pay / Benefits
  • wellness programs
  • flexible time off
  • family-formation benefits
  • paid volunteer time off
  • donation matching
  • professional development reimbursements
Responsibilities
  • Own triage, investigation, and resolution of client-reported issues across Intapp Time in cloud and on-premise environments, prioritising high-impact incidents
  • Diagnose issues across the Intapp Time ecosystem (web, Admin, Desktop, Desktop Extension, Mobile, Capture, tenant config, IAM) using logs and diagnostics
  • Troubleshoot integrations with clients’ practice-management or financial-management systems using SQL, SOAP/REST, data mappings, service accounts, and integration logs (Dell Boomi, Intelliap Integrate)
  • Provide accurate, timely updates to client contacts and assemble escalation packages for confirmed product defects
  • Maintain audit-ready tickets, contribute to knowledge articles, and route non-break-fix requests appropriately while ensuring smooth handover
Key requirements
  • Experience supporting enterprise SaaS/on-premise software in a client-facing technical role with ticketing workflows and SLA management
  • Strong troubleshooting and analytical skills to diagnose complex symptoms and isolate root causes across integrations and application layers
  • Working knowledge of relational databases and SQL; Microsoft SQL Server and T-SQL desirable
  • Experience with SOAP/REST APIs, HTTP, authentication, JSON/XML payloads, and common integration issues
  • Excellent written and verbal communication with ability to explain technical issues to technical and non-technical clients
  • strong communication
  • ownership and accountability
  • problem-solving
  • SQL
  • APIs (SOAP/REST)
  • logs and browser diagnostics

Reference: WJ-747_30137999

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