Edinburgh-Based AI Legal Support Engineer

Wordsmith AI Ltd; City of Edinburgh; Hybrid; GBP 50,000 - 75,000; Full time

Job summary

Wordsmith is seeking a Support Engineer in Edinburgh to provide fast, thoughtful, and technically rigorous help to customers. You’ll own inquiries from first response through resolution, diagnose using logs and traces, and collaborate with Engineering to implement fixes.

The role supports a follow-the-sun model with alignment to regional hours. You’ll read logs, use diagnostics, and communicate clearly with customers while maintaining ownership of cases and contributing to knowledge bases and

Qualifications

• Experience in technical support or similar customer-facing role.
• Strong diagnostic ability and methodical problem-solving.
• Working knowledge of modern web apps, APIs, authentication, integrations.
• Experience reading logs, using diagnostic tools, and querying databases.
• Ability to navigate a codebase and investigate behaviour.
• Clear communication under pressure and ownership of cases.
• Interest in AI-enabled products and how they behave.
• No legal background required but a willingness to learn in-house legal workflows.

Responsibilities

• Own technical support requests — triage, investigate and resolve from first response to resolution.
• Diagnose problems thoroughly — gather context, reproduce issues, inspect logs and data.
• Resolve issues — adjust configuration and collaborate with Engineering for changes.
• Contribute code fixes where appropriate through engineering review.
• Communicate clearly with customers with timely updates and honest expectations.
• Manage escalations with Engineering, Product or specialists.
• Document investigation, status and actions for smooth handovers.
• Protect service quality and contribute to incident reviews.
• Develop troubleshooting guides and knowledge base content.
• Identify patterns to improve product, docs, tooling and customer experience.
• Support operations — help shape SLAs, escalation paths and reporting.

Skills

Technical support

Diagnostic ability

Web applications

APIs & integrations

Browser/network issues

Logs analysis

Code familiarity

Ownership & communication

Job description

Wordsmith is seeking a Support Engineer in Edinburgh to provide fast, thoughtful, and technically rigorous help to customers. You’ll own inquiries from first response through resolution, diagnose using logs and traces, and collaborate with Engineering to implement fixes.

The role supports a follow-the-sun model with alignment to regional hours. You’ll read logs, use diagnostics, and communicate clearly with customers while maintaining ownership of cases and contributing to knowledge bases and