Product Support Specialist

Product Support Specialist

London or Belfast, hybrid working

Intapp is a growing software house providing enterprise SaaS solutions to over 2650 top tier professional and financial services firms. We have over 1400 staff and offices across the US, UK, Europe and Singapore and are now looking for a Product Support Analyst to join our Client Support team to support our multi‑award winning Dealcloud product, used by over 1700 financial service firms and investment banks.

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 and Dealcloud platforms.

• Responsible for triaging and resolving 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 submit 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.

• Degree in a relevant field, like Computer Science, IT, Software Engineering, or documented work experience in a technical support field.
• 18 months to 3 years commercial experience, ideally in a client facing application support role.
• Strong Excel skills.
• Strong communication skills and a client focused approach.
• Excellent problem‑solving skills and the ability to work with limited supervision.
• Experience with SaaS (cloud based) software.
• 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.
• Understanding of functional programming concepts.
• Dedication and commitment to resolve client issues.

• Microsoft, .NET, SQL or similar certification.
• Basic scripting and programming experience.
• Expert understanding of .NET Platform.
• Strong understanding of data structures and algorithms.
• Experience in C# and Entity Framework.
• VBA programming experience (other languages acceptable).
• Ability to interact with a wide range of customers and technical issues.
• Experience working in a dev environment, i.e. Visual Studio 2015/2017, SQL Server 2016, TFS, Entity Framework, Aspose or React/Redux.
• Experience working in the private equity or investment banking sector is a strong plus.

• At Intapp, you’ll get the opportunity to bring your talents and intellectual curiosity to create better outcomes for our people and our clients. You’ll be part of a growing public company, with a modern work environment that’s connected yet flexible and where your professional growth and well‑being are top priorities. We’ll collaborate and grow together, supporting each other in a positive, open atmosphere that fosters creativity, innovation, and teamwork.
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