AI-Driven Support Engineer for Early-Stage SaaS

Pear; City Of London; On-site; GBP 35,000 - 45,000; Full time

Job summary

Phaselaw in the United Kingdom is seeking a Customer Support Engineer to help support our growing customer base in the UK and Europe. You will report directly to the CTO and work with the team to ensure customers get the most from our products.

This is a high-ownership, high-impact role where you shape how we support customers going forward. You'll touch every part of the customer lifecycle and have opportunities to grow in customer-facing and technical directions.

Qualifications

• Willingness to educate customers daily and learn about the product.
• Interest in learning and teaching about the product and technical systems.
• Excellent written and spoken communication to interact with customers.
• Ability to juggle multiple priorities across requests.
• Interest in rapid growth typical of early-stage startups.
• Extreme ownership and attention to detail.
• Coding knowledge and desire to grow coding skills.
• Bias for action: ship fast and iterate from feedback.
• Optional knowledge of Privacy or Legal fields.

Responsibilities

• Be the first line of defense for customer tickets and questions.
• Build scalable, AI-enabled systems for customer support.
• Channel customer feedback to our product development team.
• Create educational resources for our customers.
• Assist with bug fixing and QA.

Skills

Learning and teaching

Software products

Communication skills

Multitasking

Growth mindset

Extreme ownership

Coding knowledge

Bias for action

Privacy knowledge (optional)

Job description

Phaselaw in the United Kingdom is seeking a Customer Support Engineer to help support our growing customer base in the UK and Europe. You will report directly to the CTO and work with the team to ensure customers get the most from our products.

This is a high-ownership, high-impact role where you shape how we support customers going forward. You'll touch every part of the customer lifecycle and have opportunities to grow in customer-facing and technical directions.