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Product Support Engineer

Company: Intapp
Location: Palo Alto
Posted on: May 4, 2021

Job Description:

Title: Product Support Engineer Location: West Coast Intapp is looking for a Product Support Engineer with enterprise software experience to join our Client Success & Support team. The Support Engineer responsibilities include investigating, triaging and resolving tickets that flow into the support queue. 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 of Intapp solutions. 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 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 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:
        • Experience in Intapp Time and Intapp Integrate
        • 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. #LI-AZ1

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

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