Draftable – Technical Customer Support Specialist (UK / Ireland)

Draftable; Remote; GBP 40,000 - 55,000; Full time

Job summary

A leading software company is seeking a Technical Customer Support Specialist to provide first-line technical support for its EMEA customers. This role involves diagnosing complex technical issues, guiding customers through resolutions, and maintaining knowledge base documentation. Ideal candidates have over 5 years in technical support, excellent communication skills, and familiarity with desktop software. The position is remote with a competitive salary range of GBP 40,000 to 55,000, depending on experience.

Qualifications

• 5+ years in a technical support role supporting software products.
• Ability to troubleshoot complex issues and guide customers.
• Excellent written and verbal communication skills.

Responsibilities

• Provide first-line technical support via various channels.
• Diagnose technical issues and guide customers through solutions.
• Create and improve knowledge base articles and customer documentation.

Skills

Technical troubleshooting

Communication skills

Customer empathy

Desktop software expertise

Documentation writing

Tools

Zendesk

Jira

MSI installers

API knowledge

Job description

About Draftable

Draftable is building the next generation of document drafting tools for lawyers. We're part of Affinda Group, a founder-led global AI company based in Melbourne, Australia.

Since launching our first legal product in 2023, over 1,000 law firms and legal teams globally have adopted our product, including leading firms like Mills & Reeve and Brodies. We're growing revenue at well over 100% year-on-year, with 95%+ CSAT score and negligible churn. Our flagship document comparison product already matches or exceeds incumbent tools – and it's just the foundation for a broader product suite we're actively building.

Our ambition is to become the leading provider of document drafting solutions for lawyers, and the most loved software in a lawyer's toolkit.

The role

We're looking for a Technical Customer Support Specialist to join our team and provide additional support coverage for our EMEA customers.

This is a hands‑on role for someone who loves solving technical problems and helping customers succeed. You'll be the first point of contact for our EMEA customers, working closely with our EMEA‑based product and development team members to ensure issues are resolved and feedback is captured.

What makes this role compelling

• Excellent career opportunity : Join an established regional team in a fast‑growing global company with opportunities to grow your career.
• Deliver incredible support : We believe our customers deserve the absolute best. Our whole team takes pride in looking after them properly.
• People‑first culture : Join a collaborative, low‑turnover team where people genuinely support each other and care about the work.
• Smart tools, human heart : Work with AI tools to enhance (not replace) what humans do best : genuine care, empathy, and thoughtful problem‑solving.

Why now

Draftable is growing rapidly, particularly across EMEA. Our customer base in the region is expanding, and we require additional support expertise to continue to deliver fantastic outcomes for our customers.

For someone looking to grow their support career in a fast‑paced environment, this is a rare opportunity : a product customers love, a company investing in growth, and the chance to make a real impact from day one.

You will :

• Provide first‑line technical support to customers via email, our customer support ticketing system (Zendesk), and getting on video calls with customers.
• Work with both pre‑sales and post customers, and provide quality support on both ends of the customer journey.
• Diagnose technical issues, collect relevant information, and guide customers through resolution steps or workarounds, join customer calls for sales demonstrations and answer on the spot support questions.
• Create, maintain, and improve knowledge base articles and customer documentation.
• Raise and document bugs to the development team with clear reproduction steps.
• Capture and communicate feature requests and product improvement ideas to the product team.
• Support customer pilots and deployment journeys in coordination with the sales team.

What you’ll bring

First and foremost, you're someone who genuinely cares about people. You're empathetic, honest, and helpful. You take ownership of customer problems and work patiently to find the right solution, not just the quick one. You're the kind of person who gets real satisfaction from helping someone solve a frustrating problem.

Essential

• Character : Caring, conscientious, and selfless. You genuinely want to solve problems for others and take pride in delivering exceptional support.
• Experience : 5+ years in a technical support role, supporting software products. Demonstrated ability to troubleshoot complex technical issues and guide customers through resolution.
• Desktop software expertise : In a world where most software has moved to cloud‑based SaaS, you have experience with desktop applications. You're comfortable with Windows registry, group policy, MSI installers, and enterprise software deployment.
• Communication : Excellent written and verbal skills. You can explain technical concepts clearly to non‑technical users and provide clear advice on how to resolve issues.
• Documentation writer : Competency in writing clear documentation that actually helps people. This can range from technical explanations of our products, how‑to guides and troubleshooting articles.

Nice to have

• Experience using AI to perform various tasks that help you be more effective within your role.
• Familiarity with support tools like Zendesk, Jira, HubSpot, Loom, or Mintlify.
• API experience – understanding of REST APIs and ability to troubleshoot API‑related issues.
• Linux / command line experience. Have performed deployment of containers / instances.
• Experience in legal technology or document management software (Products like iManage, NetDocuments, etc.).

Compensation & location

Compensation

• Base salary : GBP 40,000 – 55,000 (depending on experience), including benefits.

Location

• Remote, UK and Ireland.
• EMEA focus with collaboration across global teams.

How to apply

Submit in PDF format : Your CV and a cover letter. We're committed to fostering an inclusive workplace and welcome applications from all qualified individuals. We do not respond to unsolicited contact from recruitment agencies.