Support Engineer

Support Engineer Edinburgh Wordsmith Wordsmith is building the legal operating system for in-house teams, and we are growing fast. We believe in-house legal is becoming one of the most important functions in the AI era. Every business is moving faster, but legal work is still too often scattered across inboxes, chats, documents and disconnected systems. Wordsmith brings that work into one system. Requests come in from across the business, AI agents handle the routine, lawyers stay in control where judgement matters, and every step is captured as work happens. We are built for in-house legal, not law firms. Our goal is to help legal teams move faster, reduce unnecessary external counsel spend and become a function the business can run with. More than 500 companies, including Financial Times, Safelite, Trip.com , Canva, Starling and Sage, use Wordsmith. Backed by over $100M from Index Ventures, General Catalyst, Highland Europe and others, we are building one of the defining companies in legal AI. The role We’re hiring a Support Engineer to provide fast, thoughtful and technically rigorous help to Wordsmith customers. You’ll own technical questions and incidents from first response through to resolution. You’ll understand what the customer is trying to achieve, reproduce reported behaviour, investigate the underlying cause and explain the outcome clearly. This is more than scripted customer support. You’ll be expected to investigate application behaviour at a technical level, including reading logs and tracing issues through the product and its codebase. Where appropriate to your experience, you may also propose and submit code fixes through our normal engineering review and release process. Wordsmith supports customers globally through a follow-the-sun model. You’ll work the standard hours for your region and hand over unresolved issues clearly to colleagues in other regions. There is no routine expectation that you work another region’s hours. What you’ll do • Own technical support requests — triage, investigate and resolve customer questions and incidents from first response to confirmed resolution. • Diagnose problems thoroughly — gather the right context, reproduce reported behaviour, inspect logs and data, and trace issues through the product and codebase. • Resolve technical issues — correct configuration or usage problems directly and collaborate with Engineering when a product or infrastructure change is required. • Contribute code fixes where appropriate — depending on your experience, propose and submit well-tested fixes through the standard engineering review and deployment process. • Communicate clearly — give customers timely and accurate updates, explain technical issues without unnecessary jargon and set honest expectations. • Manage escalations — bring in Engineering, Product or other specialists when needed while retaining ownership of the case and its communication. • Support global handovers — document investigation, impact, current status and next actions so colleagues in another region can continue work without losing momentum. • Protect service quality — recognise high-impact incidents quickly, follow the appropriate escalation process and contribute to incident reviews. • Build customer knowledge — create and maintain troubleshooting guides, known-issue documentation and help-centre content. • Reduce repeat problems — identify patterns in support demand and recommend improvements to the product, documentation, tooling and customer experience. • Improve support operations — help develop service levels, escalation paths, reporting and technical-support processes as the function scales. What we’re looking for • Experience in technical support, product support, software engineering, solutions engi