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Product Support Engineer

Company: Intapp
Location: palo alto
Posted on: May 3, 2021

Job Description:

Title: Product Support Engineer
Location: West Coast

Intapp is looking for aProductSupport Engineerwith enterprise software experienceto join ourClient Success & Support team.

The SupportEngineerresponsibilities include investigating, triaging and resolving tickets that flow into thesupportqueue.

In this role, you will be responsible for solving high priority and/or complex issues directly or engaging the appropriate resources to provide accurate, timely resolutions while maintaining customer satisfaction. This position is expected to perform detailed research through in-depth knowledge ofIntapp solutions.

We promote a culture thatencourages 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 youll 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 clientsupport contacts.
  • Develop and document efficient methods for handling commonly recurring issues.
  • Provide feedback on potential areas for product development / enhancement.

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

What youll 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
  • BasicSQL,T-SQLprogramming experience ishighly desirable
  • Great verbal and written communication skills
  • Soap and Rest APIKnowledge
  • Dedication and commitment to resolve clientissues.
  • Experience with SaaS (cloud based) softwareand/or on-prem software
  • Ability to work independentlyand within a team.

Bonus if you have:

  • Experiencein Intapp Time and Intapp Integrate
  • Microsoft, .NET,SQLor similar certification
  • Basic Network troubleshooting skills such as Load balancerconfiguration,use of Wireshark or Fiddler.
  • Strong understanding of data structures and algorithms
  • Ability to interact with a wide range of customers and technicalissues.
  • Familiar with supporting Dell Boomi Integration Platform.


Keywords: Intapp, Palo Alto , Product Support Engineer, Other , palo alto, California

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