AI Client Support Engineer

Salary: £51,000 - 91,000 per year

Requirements:

• We are looking for a proven track record providing technical support for enterprise AI products, with strong diagnostic and troubleshooting skills across APIs, logs, and browser-level tooling.
• We value familiarity with AI and LLM-based products, including retrieval-augmented generation, prompt behaviour, and agentic workflows, to help triage issues and communicate clearly with users and engineers.
• Breadth of understanding across professional and financial services workflows is an advantage, including dealmaking and relationship management, document and content management, risk and compliance, or conflicts and walls processes.
• We need someone comfortable working with browser developer tools, network traces, log files, and API responses to identify root causes.
• Experience using a service desk platform and working within ITIL-aligned processes is required.
• We are looking for a clear and direct communicator who can explain technical problems to non-technical stakeholders and translate user feedback into actionable engineering input.
• You should be able to manage concurrent issues across multiple products and customer teams, with good judgment on prioritization and escalation.
• Previous experience in legal, investment banking, private capital, or other professional services is preferred.

Responsibilities:

• We investigate and resolve client support requests related to Celeste and its integrations across our product lines, covering AI feature behaviour, data surfacing issues, agentic workflow failures, and cross-product integration behaviour.
• We 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 our risk products.
• We create, prioritize, track, and update issues and feature requests in Microsoft Azure DevOps and Jira.
• We reproduce and document edge cases, escalating to engineering with clear reproduction steps and supporting artefacts such as logs, HAR files, and API traces.
• We provide structured feedback to Product and Engineering on AI behaviour observed in production, including gaps, regressions, and patterns that surface across users, business units, and customer deployments.
• We create and maintain knowledge base documentation across Celestes supported integrations, keeping it accurate as the product evolves.
• We provide guidance and training to first and second-line support staff from customer and partner organizations.

Technologies:

• AI
• API
• Azure
• DevOps
• Support
• ITIL
• JIRA
• LLM
• Network
• Cloud

More:

We are Intapp, and this Client Support Engineer role is based in London on a hybrid schedule. You will support the deployment and operation of Intapp Celeste across our full product portfolio, including DealCloud, Intapp Collaboration, Intapp Walls, and our risk and compliance products, supporting both internal teams and enterprise customers as Celeste embeds into firm workflows. We offer the opportunity to grow your skills across our product portfolio and applied AI use cases, with reimbursement for training and continuing education. Our modern, open offices are designed to encourage creativity and collaboration, and we provide complimentary lunches and fully stocked kitchens. We also support our people and families through comprehensive wellness and flexible time off programs, family-formation benefits, paid volunteer time off, and a donation matching program. We are a growing public company with a collaborative, welcoming culture where professional growth and well-being are priorities.

last updated 36 week of 2026