AI Client Support Engineer

• Investigate and resolve client support requests related to Celeste and its integrations across Intapp’s product lines
• Triage and diagnose AI-specific issues, including model response quality, retrieval and grounding errors, agentic workflow failures, and integration-layer failures
• Create, prioritize, track, and update issues and feature requests in Microsoft Azure DevOps and Jira
• Reproduce and document edge cases
• Escalate issues to engineering with reproduction steps and supporting artefacts, including logs, HAR files, and API traces
• Provide structured production feedback to Product and Engineering on AI behaviour, gaps, regressions, and recurring patterns
• Create and maintain knowledge base documentation across Celeste’s supported integrations
• Provide guidance and training to first- and second-line support staff from customer and partner organizations
• Support deployment and operation of Intapp Celeste across Intapp’s full product portfolio, including DealCloud, Intapp Collaboration, Intapp Walls, and risk and compliance products
• Support internal teams and enterprise customers as Celeste embeds into firm workflows

Requirements

• Proven track record providing technical support for enterprise AI products
• Strong diagnostic and troubleshooting skills across APIs, logs, and browser-level tooling
• Familiarity with AI and LLM-based products
• Understanding of retrieval-augmented generation, prompt behaviour, and agentic workflows
• Understanding of 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
• Comfortable working with browser developer tools, network traces, log files, and API responses
• Experience using a service desk platform
• Experience working within ITIL-aligned processes
• Ability to explain technical problems to non-technical stakeholders
• Ability to translate user feedback into actionable engineering input
• Ability to manage concurrent issues across multiple products and customer teams
• Good judgment on prioritization and escalation
• Previous experience in legal, investment banking, private capital, or other professional services is preferred

Core Competencies

Demonstrates expertise in providing technical support for enterprise AI products, with strong diagnostic skills in APIs, logs, and browser-level tooling. Capable of translating user feedback into actionable insights while managing concurrent issues across multiple products and customer teams.

Highest-signal resume keywords

• Technical Support For Enterprise AI Products
• Diagnostic And Troubleshooting Skills
• Familiarity With AI And LLM-Based Products
• Experience With ITIL-Aligned Processes
• Ability To Explain Technical Problems To Non-Technical Stakeholders

Hard Skills

• API Troubleshooting
• Log Analysis
• Browser Developer Tools
• Retrieval-Augmented Generation
• Prompt Behaviour Understanding
• Agentic Workflows
• Service Desk Platform Experience
• Concurrent Issue Management
• Feature Request Tracking
• Knowledge Base Documentation

Soft Skills

• Good Judgment On Prioritization
• Ability To Translate User Feedback
• Guidance And Training Skills

Industry Keywords

• Professional Services Workflows
• Dealmaking
• Relationship Management
• Document Management
• Risk And Compliance

Tools & Technologies

• Microsoft Azure DevOps
• Jira
• Network Traces
• HAR Files
• API Traces

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