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Support Engineer

WordsmithEdinburghGTM
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Salary
Not listed
Job type
Full-time
Posted
3 Aug 2026
Status
Open · checked 7d ago

About this role

The Support Engineer position at Wordsmith in Edinburgh is a full-time, on-site role tailored for professionals who enjoy solving complex technical problems in modern web applications. This opportunity suits candidates with a background in technical support or software engineering who want to help scale an innovative legal AI platform.

Role Overview

As a Support Engineer, you will provide fast, thoughtful, and technically rigorous help to Wordsmith customers globally. You will own technical questions and incidents from the initial response through to final resolution. Working primarily from the Edinburgh office, you will investigate application behavior, read logs, trace issues through the codebase, and collaborate closely with Engineering, Product, and Customer Success teams.

Key Responsibilities

Own technical support requests by triaging, investigating, and resolving customer questions and incidents from first response to confirmed resolution.
Diagnose problems thoroughly by gathering context, reproducing reported behavior, inspecting logs and data, and tracing issues through the product and codebase.
Resolve technical issues by correcting configuration problems directly or collaborating with Engineering when infrastructure changes are needed.
Contribute code fixes by proposing and submitting well-tested fixes through standard engineering review processes, depending on experience.
Communicate clearly with customers, providing timely updates, explaining technical issues without unnecessary jargon, and setting honest expectations.
Manage escalations by bringing in specialists when needed while retaining full ownership of the case and its communication.
Support global handovers by documenting investigations and next actions so colleagues in other regions can maintain momentum.
Protect service quality by recognizing high-impact incidents quickly and contributing to incident reviews.
Build customer knowledge by creating troubleshooting guides and known-issue documentation.
Reduce repeat problems by identifying support demand patterns and recommending product or documentation improvements.

Requirements

Experience in technical support, product support, software engineering, solutions engineering, or another customer-facing technical role.
Strong diagnostic ability to work methodically from symptoms to root cause.
A working understanding of modern web applications, 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.
Familiarity with software code to navigate a codebase, follow application logic, and investigate reported behavior.
Clear customer communication skills, remaining calm under pressure and explaining complex issues accurately.
Strong ownership and sound prioritization to assess urgency and manage customer impact.
Care and precision in documentation and testing to confirm problem resolution.
Curiosity and interest in AI systems and how AI-enabled products behave.
Motivation to learn how in-house legal teams operate; no prior legal background is required.

Nice to Have

Experience writing and debugging production software.
Ability to create automated tests and submit code fixes for engineering review.
Experience supporting AI-enabled or data-intensive applications.
Familiarity with incident-management and observability tools.

Skills and Tools

Modern web applications and APIs
Authentication and integrations
Application logs and monitoring tools
Browser developer tools and database queries
Software codebase navigation
Incident management and observability tools

About the Company

Wordsmith builds the legal operating system for in-house teams at more than 500 companies, helping them move faster and reduce external counsel spend. Backed by over $100M from investors including Index Ventures, General Catalyst, and Highland Europe, the company operates an in-person team based in Edinburgh with a global customer support model.

How to Apply

To apply for this role, please visit the official company careers page and submit your application online.

Questions candidates ask

Where is the Support Engineer position located?

The role is based in Edinburgh, and you should expect to work from the office as your default.

What department does this role belong to?

This role sits within the GTM (Go-To-Market) department.

Do I need a legal background to apply?

No legal background is required, but you should be motivated to learn how in-house legal teams work.

Will I be expected to work night shifts for the global follow-the-sun model?

No, you will work the standard hours for your region and hand over unresolved issues clearly to colleagues in other regions without a routine expectation to work another region's hours.

What teams will I work closely with?

You will work closely with Engineering, Product, Transformation, and Customer Success.

Ready to apply?

The application is on the official Wordsmith careers page.

Apply on company site