Job Description

Following on from our continued growth and recent successes, Intapp is looking for a talented Product Support Engineer to support our Collaboration and Content product. You will have previous experience triaging complex issues for customers who have solutions based on the Microsoft technology stack.
Our Collaboration and Content product team is growing very rapidly and so the ideal candidate will be someone who is comfortable in a team environment where processes are continuing to evolve and will be a self-motivated, organized individual. Previous experience with customers in the Legal or Professional Services sectors or Regulated Industry would be an advantage as would experience working with Enterprise Content Management (ECM) platforms.
What you will contribute:

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  To manage third / fourth line product support requests – you will provide timely and accurate response to tickets raised by our direct customers or partners and within agreed Service Level Agreements (SLAs).
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  To manage second line customer support requests from direct customers who have subscribed to our Premium Support service. This will also involve some triaging of the broader Collaboration and Content solutions and will require knowledge of all aspects of the Microsoft 365 technology stacks.
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  To create, prioritize, track and update customer issues/features in Microsoft Azure DevOps and help plan sprints based on customer severity.
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  To provide training to first / second line support staff from customer or partner organizations.
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  To participate in an on-going rota to provide cover for our customers in North America.
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  To participate in internal processes including the Leavers and Starters processes and month-end processes as directed by the Head of Support.
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  To provide IT systems support for Collaboration and Content staff.
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  To create and maintain documentation including the near to real time updates to the Collaboration and Content Knowledge Base.

What we're looking for:

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  Experience of providing technical support and solving a range of issues from low to more complex technical problems.
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  Knowledge of using and performing troubleshooting tasks across the full Microsoft 365 technology stack.
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  Knowledge of using and performing troubleshooting tasks on IAAS/SAAS and PAAS cloud services.
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  Knowledge of IT systems administration tools and an understanding of best practices relating to their use.
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  Knowledge and understanding at least one scripting language to automate tasks.
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  Knowledge of ITIL processes and how to adhere to ITIL best practices.
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  Experience using a Service Desk platform such as ServiceNow, Zendesk or Microsoft DevOps.
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  Knowledge of Cloud Platforms and Document and Records management systems such as Microsoft Sharepoint, Teams, Box, HPRM and M-Files is desirable but not necessary.

What you'll gain at Intapp:
In return for your passion, commitment, and collaborative approach, we offer:

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  A flexible work environment
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  Generous paid parental leave, including adoptive leave
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  Traditional comprehensive benefits, plus:
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    Generous PTO, with additional companywide paid days off to allow teams to disconnect
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    Wellness programs and benefits provided by Modern Health
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    Paid volunteer time off and donation matching for the causes you care about
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    Home office stipend
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    Women’s Interest Network
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  Open offices and kitchens stocked with beverages and snacks to keep you feeling your best
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  Use of our co-working office spaces around the world
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  Opportunities for personal growth and development among a community of talented professionals who will support you and value your background and diversity of thought
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  Experience at a growing public company where you can make an impact and achieve your goals

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Intapp provides equal employment opportunities to all qualified applicants and will make hiring decisions without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristic protected by federal, state or local laws. All offers are contingent upon passing a criminal history and other background checks if applicable to the position.