Technical Support Engineer

Explore Group; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading legal tech firm in the United Kingdom is seeking a high-level Product Support Specialist. This high-visibility role focuses on managing major client relationships, with a significant portion dedicated to software delivery and operational excellence. The ideal candidate will demonstrate an outgoing personality and a proven background in Level 2 support. Strong scripting skills and experience in legal tech will be advantageous. This role may also require occasional travel to client meetings in Paris.

Qualifications

• Outgoing personality with strong communication skills.
• Proven experience in software delivery or Level 2 support.
• Interest in scripting and automation to improve efficiency.
• Experience in legal tech or working with legal clients is a significant advantage.

Responsibilities

• Act as primary contact for major client relationships.
• Manage weekly releases to ensure smooth delivery.
• Support a business primarily based in the US.
• Support a business that is 80% US based while maintaining standard UK working hours.

Skills

Stakeholder engagement

Software delivery

Scripting

Client management

Stakeholder management

Tools

Ticketing systems

Job description

We are seeking a high-level Product Support Specialist to join a premier legal tech firm. This is a deadline-driven environment focused on software delivery and high-stakes client management. This role is designed for a client-facing professional who thrives in a Level 2 support function.

The Role

This is a high-visibility position where 80% of your time is dedicated to managing major client relationships. While you will operate within a Level 2 ticket-based function, the focus is more on being the face of the service for key international legal tech projects rather than deep technical "hands on" work.

• Client Engagement: Act as the primary point of contact, ensuring software delivery meets urgent deadlines.
• Operational Excellence: Manage weekly releases and engage across all business units to ensure seamless delivery.
• Process Improvement: Utilise scripting and automation to minimise manual tasks and optimise the support workflow.
• Global Collaboration: Support a business that is 80% US based while maintaining standard UK working hours.

Key Requirements

• Communication: Outgoing personality with the ability to engage stakeholders across the entire business.
• Experience: Proven background in software delivery or L2 ticket-based support.
• Technical Interest: Strong interest in scripting and automation to drive efficiency.
• Legal Tech: Experience in legal tech or working with legal clients is a significant advantage.
• Travel: Willingness to travel to Paris as required for client needs.