Support Engineer — AI-Powered Legal Platform

Wordsmith; City of Edinburgh; On-site; GBP 45,000 - 75,000; Full time

Job summary

Wordsmith in Edinburgh is seeking a Support Engineer to provide fast, thoughtful technical help to customers. You’ll own incidents end-to-end, reproduce behaviour from logs, and work across product and engineering to resolve issues.

The role includes exploring logs and code paths, with opportunities to propose fixes and improve the product for in-house legal teams. You’ll join an in-person team based in Edinburgh, supporting customers globally with clear handovers and careful communication.

Qualifications

• Experience in technical support or other customer-facing technical roles.
• Ability to diagnose issues by moving from symptoms to root cause.
• Familiarity with modern web apps, APIs and authentication mechanisms.

Responsibilities

• Triage, investigate and resolve customer questions and incidents from first response to resolution.
• Read logs, reproduce issues and trace problems through product and codebase.
• Suggest and implement fixes with Engineering when needed and provide clear updates to customers.

Skills

Technical support

Diagnostic ability

Web applications

APIs

Authentication

Logs analysis

Codebase navigation

Python scripting

Tools

Pylon

GitHub

Wordsmith product

AI tools

Command line

Python

Job description

Wordsmith in Edinburgh is seeking a Support Engineer to provide fast, thoughtful technical help to customers. You’ll own incidents end-to-end, reproduce behaviour from logs, and work across product and engineering to resolve issues.

The role includes exploring logs and code paths, with opportunities to propose fixes and improve the product for in-house legal teams. You’ll join an in-person team based in Edinburgh, supporting customers globally with clear handovers and careful communication.