Customer Support Engineer: Shape AI-Driven Legal Tech

pear-vc; United Kingdom; On-site; GBP 35,000 - 45,000; Full time

Job summary

Phaselaw is seeking a Customer Support Engineer to join the growing UK/Europe team. Reporting to the CTO, you will own customer interactions from first contact through resolution, helping customers maximize value from our AI-enabled eDiscovery platform.

You will build scalable support processes, create educational resources, and work closely with product and QA to feed back customer insights. This is a high-ownership role with opportunities to grow into technical and customer-facing leadership.

Qualifications

• Strong written and spoken communication skills.
• Demonstrated interest in learning and teaching customers.
• Passion for software products and technical curiosity.
• Ability to juggle multiple priorities across competing requests.
• Willingness to grow in both customer-facing and technical directions.
• Coding knowledge and interest in improving coding skills.
• Bias for action and fast iteration.

Responsibilities

• Be the first line of defense for customer tickets.
• 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

Excellent communication

Coding knowledge

Fast learner

Ownership

Prioritization

Customer education

AI systems awareness

Job description

Phaselaw is seeking a Customer Support Engineer to join the growing UK/Europe team. Reporting to the CTO, you will own customer interactions from first contact through resolution, helping customers maximize value from our AI-enabled eDiscovery platform.

You will build scalable support processes, create educational resources, and work closely with product and QA to feed back customer insights. This is a high-ownership role with opportunities to grow into technical and customer-facing leadership.