Technical Support Engineer

Technical Support Engineer

Location: Charlotte NC or Remote

DealCloud, an Intapp company, is looking for a Technical Support Engineer to join our Engineering team. In this role, you will be responsible for solving high priority and/or complex issues directly or engaging the appropriate resources to provide accurate and timely responses. This position is expected to perform detailed research through in-depth knowledge of the DealCloud Platform. Most interactions will be internal, however there will be client facing interactions when a situation requires a more technical response.

What you'll do:

• Collaborate with the Product Support team to troubleshoot client issues, offering subject matter expertise for support escalations, providing instruction, guidance and troubleshooting assistance
• Manage Exchange client configuration using Microsoft Office Outlook 2013 and newer version
• Troubleshooting and Configuration of O365, Exchange and Active Directory
• Work with engineers, DBAs, developers, architects, QA, system engineers and product managers to provide more insight on new and existing technical issues
• Prepare detailed specifications and steps to reproduce for items requiring Tier III escalation (such as product defects)
• Work with infrastructure team for application outage and performance related issue
• Manage application administration, process automation, monitoring and auditing system
• Develop and document efficient methods for handling commonly recurring issues
• Monitor application performance, create/automate audit reports, maintain logs of application changes and follow the change management workflow according to defined rules and policies
• Participate in release management, change management and incident management processes
• Provide technical analysis of current integrations and identify opportunities for improvement
• Write SQL queries to pull audit report and other information to help troubleshoot technical issues

What you'll get:

• Competitive compensation, including meaningful equity participation
• Challenging and rewarding work
• Generous benefits package
• An incredible team of smart and mission-driven people to work with

What you'll need:

• Degree in a relevant field, like Computer Science, IT, Software Engineering or documented work experience in a technical support field.
• Knowledge of Windows Operating Systems, Windows administration, Hardware and Networks.
• Proven knowledge on O365, Microsoft Exchange and Active Directory
• Knowledge of PowerShell and scripting to run and understand scripts to modify and add for message tracking and other administrative functions
• Ability to read and analyze application error logs
• Sharp troubleshooting and analytical abilities
• Basic scripting and programming experience
• Understanding of functional programming concepts
• Dedication and commitment to resolve client issues
• Experience with SaaS (cloud based) software deployments
• Great verbal and written communication skills
• Ability to work independently

Bonus if you have:

• Expert understanding of .NET Platform
• Experience working in a dev environment, i.e. Visual Studio 2017/2019, SQL Server 2016 and TFS
• Experience working in the private equity or investment banking sector is a strong plus

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.