Support Engineer

Wordsmith

Contract type

Ongoing

Work mode

On-site · On-site (see listing for address)

Experience

3 years

Job description

Investigate and resolve technical support issues for a fast-growing AI-enabled product used by in-house legal teams
Work methodically from symptoms to root cause using application logs, monitoring tools, browser developer tools and database queries
Navigate codebases and follow application logic to investigate reported behaviour
Communicate clearly with customers under pressure, set expectations honestly and explain complex issues at the right level of detail
Own issues end-to-end, moving them forward even when other teams need to contribute
Prioritise based on urgency and customer impact, escalating when necessary
Document testing, avoid unsupported conclusions and confirm customer problems are resolved
Collaborate closely with Engineering, Product, Transformation and Customer Success
Create clear handovers when issues continue beyond your region's hours in a follow-the-sun model
Company mission
Information not specified

Opportunity to shape support tooling and operating model
Influence the product through direct customer evidence
Develop towards senior support engineering, support leadership, solutions engineering or product engineering
Work on interesting problems across software behaviour, integrations, data and AI systems

Experience in technical support, product support, software engineering, solutions engineering or another customer-facing technical role
Strong diagnostic ability and methodical root-cause approach
Working understanding of modern web applications, APIs, authentication, integrations and common browser or network issues
Experience with application logs, monitoring tools, browser developer tools and database queries
Familiarity with software code to navigate a codebase and follow application logic
Clear customer communication and ability to remain calm under pressure
Strong ownership and sound prioritisation skills
Care and precision in documentation and resolution confirmation
Interest in AI systems and comfort investigating non-deterministic issues
Motivated to learn how in-house legal teams work; no legal background required
Desirable: experience writing and debugging production software
Desirable: ability to create automated tests and submit code fixes for engineering review
Desirable: experience supporting AI-enabled or data-intensive applications
Desirable: familiarity with incident-management and observability tools
In-person team based in Edinburgh; office work as default
Follow-the-sun support model with normal regional hours and clear handovers
Exceptional on-call or out-of-hours arrangements agreed separately
Information not specified
Uncategorized