Support Engineer - AI Legal Platform (Edinburgh)

Wordsmith; Edinburgh (IN); In loco; USD 60.000 - 87.000; Tempo pieno

Descrizione del lavoro

Wordsmith is hiring a Support Engineer to provide fast, thoughtful, and technically rigorous help to customers. You’ll own questions from first response through resolution, reproduce issues, investigate causes and clearly explain outcomes. You may propose code fixes where appropriate and collaborate with Engineering as needed.

The role supports a follow-the-sun model with regional hours and requires working from the Edinburgh office as the default setting.

Competenze

• Experience in technical support, product support, software engineering, or customer-facing technical roles.
• Strong diagnostic ability: methodical from symptoms to root cause.
• Understanding of modern web applications, APIs, authentication, integrations and common browser/network issues.
• Experience using logs, monitoring tools, browser dev tools and database queries.
• Familiarity with navigating a codebase to investigate behaviour.
• Clear communication with customers, calm under pressure and transparent explanations.
• Strong ownership: drive issues forward with cross-team help.
• Sound prioritisation: assess urgency and impact and escalate when needed.
• Interest in AI systems and how AI-enabled products behave.
• No legal background required, but motivated to learn how in-house legal teams work.

Mansioni

• Own technical support requests from first response to resolution.
• Diagnose problems: gather context, reproduce, inspect logs and trace issues.
• Resolve issues: fix configurations or usage and involve Engineering when needed.
• Contribute code fixes where appropriate through engineering review.
• Communicate clearly with customers with timely updates and clear status.
• Manage escalations with involvement from Engineering, Product or other specialists.
• Support global handovers with documented investigation and status.
• Protect service quality by recognizing high-impact incidents and escalating appropriately.
• Build customer knowledge through troubleshooting guides and documentation.
• Suggest product, documentation or tooling improvements to reduce repeat issues.

Conoscenze

Technical support

Diagnostic ability

Web apps & APIs

Logs & queries

Code familiarity

Clear communication

Ownership

Prioritisation

AI interest

No legal background

Descrizione del lavoro

Wordsmith is hiring a Support Engineer to provide fast, thoughtful, and technically rigorous help to customers. You’ll own questions from first response through resolution, reproduce issues, investigate causes and clearly explain outcomes. You may propose code fixes where appropriate and collaborate with Engineering as needed.

The role supports a follow-the-sun model with regional hours and requires working from the Edinburgh office as the default setting.