AI Client Support Engineer

Join Intapp as an AI Client Support Engineer, where you will support the deployment and operation of Intapp Celeste across the company's full product portfolio. You will investigate and resolve client support requests related to Celeste and its integrations, triage and diagnose AI-specific issues, and provide structured feedback to Product and Engineering teams. The ideal candidate will have strong technical troubleshooting skills, a working understanding of large language models, and previous experience in legal, investment banking, private capital, or other professional services.

• Investigate and resolve client support requests related to Celeste and its integrations across Intapp's product lines, covering AI feature behaviour, data surfacing issues, agentic workflow failures, and cross-product integration behaviour.
• Triage and diagnose AI-specific issues including model response quality, retrieval and grounding errors, and failures at the integration layer between Celeste and products such as DealCloud, Collaboration, Walls, and Intapp's risk products.
• Create, prioritize, track, and update issues and feature requests in Microsoft Azure DevOps and Jira, reproduce and document edge cases, and provide structured feedback to Product and Engineering on AI behaviour observed in production.

• Experience using a service desk platform and working within ITIL-aligned processes
• Familiarity with AI and LLM-based products — you understand concepts such as retrieval-augmented generation, prompt behaviour, and agentic workflows well enough to triage issues and communicate clearly with both users and engineers
• Proven track record providing technical support for enterprise AI products, with strong diagnostic and troubleshooting skills across APIs, logs, and browser-level tooling
• Clear and direct communicator — able to explain technical problems to non-technical stakeholders and translate user feedback into actionable engineering input
• Comfortable working with browser developer tools, network traces, log files, and API responses to identify root causes
• Breadth of understanding across professional and financial services workflows — familiarity with dealmaking and relationship management, document and content management, risk and compliance, or conflicts and walls processes is an advantage given the cross-product scope of this role
• Ability to manage concurrent issues across multiple products and customer teams, with good judgment on prioritization and escalation