.Technical Support Engineer page is loaded Technical Support Engineer Apply remote type Hybrid (Partially Remote) locations Portugal Remote time type Full time posted on Posted 23 Days Ago job requisition id R2023203 Intapp is looking for a Technical Product Support Analyst to join our client support team. This position will handle internal requests for our cloud-based SaaS platforms. Responsibilities include provisioning new client sites, handling client site changes and controlling site access. This position may also include support ticket work through our help desk queue to diagnose and troubleshoot user issues. 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 the Intapp Platforms. What you will do: Responsible for triaging and resolving internal support tickets that flow into the help desk queue. Assist employees with questions regarding new client site provisioning, changes and feature enablement. Resolve internal requests involving site provisioning, site changes, site access, enabling/disabling site features. Prepare detailed specifications and steps to reproduce for items requiring any escalation to our Product Support team. Identify potential delays in resolution, take corrective action, and manage communication to the ticket requester. Work collaboratively with Product Support Specialists on problem analysis and submits recommendations for solution. Provide clear and concise verbal and written communications with end-users. Provide feedback to the Support Manager to help develop efficient methods for handling commonly recurring issues. May assist in new product release testing and UI feedback sessions with the Product team. May work on some product support tickets as needed to investigate, triage and resolve tickets that flow through the queue. What you will need: Degree in a relevant field, like Computer Science, IT, Software Engineering or documented work experience in a technical support field Strong Excel skills Deep knowledge of Windows OS and Microsoft Office Suite Knowledge of help desk ticketing and workflows Ability to read and analyze application error logs Sharp troubleshooting and analytical abilities Great verbal and written communication skills Understanding of functional programming concepts Dedication and commitment to resolve client issues Experience with SaaS (cloud based) software deployments Ability to work independently Bonus if you have: Microsoft, .NET, SQL or similar certification Basic scripting and programming experience Understanding of
