Technical Support Engineer — AI Legal Platform

Wordsmith AI; City of Edinburgh; On-site; GBP 45,000 - 60,000; Full time

Job summary

Wordsmith is hiring a Support Engineer in Edinburgh to provide fast, thoughtful, technically rigorous help to customers. You will own technical questions from first response through resolution, reproduce reported behaviour, investigate the root cause, and explain outcomes clearly.

This role involves investigating application behaviour at a technical level, reading logs, and potentially proposing code fixes through our engineering review and release process.

Qualifications

• Experience in technical support or customer-facing technical roles.
• Strong diagnostic ability; methodical from symptoms to root cause.
• Understanding of modern web apps, APIs, authentication, integrations, and common browser or network issues.
• Experience using diagnostic information such as application logs, monitoring tools, browser developer tools and database queries.
• Enough familiarity with software code to navigate a codebase, follow application logic and investigate reported behaviour.
• Clear customer communication; stay calm under pressure and explain complex issues clearly.
• Strong ownership; move issues forward even when others need to contribute.
• Sound prioritisation; assess urgency and customer impact and escalate when needed.
• Care and precision; document tests and confirm issue resolution.
• Interest in AI systems and curiosity about AI-enabled products.

Responsibilities

• Own technical support requests — triage, investigate and resolve customer questions and incidents from first response to confirmed resolution.
• Diagnose problems thoroughly — gather context, reproduce behaviour, inspect logs and data, trace issues through product and codebase.
• Resolve technical issues — correct configuration or usage problems and collaborate with Engineering for changes.
• Contribute code fixes where appropriate — propose and submit well-tested fixes through engineering review.
• Communicate clearly — provide timely updates and explain issues without jargon.
• Manage escalations — involve Engineering/ Product when needed while owning communication.
• Support global handovers — document investigation, impact, status and next steps for other regions.
• Protect service quality — recognise high-impact incidents and escalate as needed.
• Build customer knowledge — create troubleshooting guides and help-centre content.
• Reduce repeat problems — identify patterns and suggest product/documentation improvements.
• Improve support operations — help shape SLAs and escalation paths.

Skills

Diagnostic skills

APIs

Web applications

Browser & network issues

Logs & monitoring

Code familiarity

Clear communication

Ownership

Prioritisation

AI curiosity

Job description

Wordsmith is hiring a Support Engineer in Edinburgh to provide fast, thoughtful, technically rigorous help to customers. You will own technical questions from first response through resolution, reproduce reported behaviour, investigate the root cause, and explain outcomes clearly.

This role involves investigating application behaviour at a technical level, reading logs, and potentially proposing code fixes through our engineering review and release process.