Support Engineer

About This Opportunity

We are representing a confidential legal technology company that is experiencing significant growth. Our client is building an AI-enabled platform for in-house legal teams, used by hundreds of organizations globally. They are backed by leading venture capital firms and are establishing themselves as a major player in legal operations software.

We're seeking a Support Engineer to join their Edinburgh-based team. This is a technical role that goes beyond traditional customer support—you'll investigate product behavior at a deep level, work directly with application logs and codebases, and may contribute code fixes depending on your experience.

Responsibilities

• Own technical support requests from initial triage through to confirmed resolution, ensuring customers receive thorough and timely assistance
• Diagnose problems systematically by gathering context, reproducing reported behavior, inspecting logs and data, and tracing issues through the product and codebase
• Resolve technical issues directly when related to configuration or usage, and collaborate with engineering teams when product or infrastructure changes are required
• Contribute code fixes where appropriate to your experience level, submitting well-tested changes through the standard engineering review process
• Communicate clearly with customers, providing accurate updates and explaining technical issues without unnecessary jargon
• Manage escalations by bringing in appropriate specialists while retaining ownership of case communication and progress
• Support global handovers by documenting investigation details, impact, status, and next actions for colleagues in other time zones
• Recognize high-impact incidents quickly and follow escalation processes to protect service quality
• Create and maintain troubleshooting guides, known-issue documentation, and help-center content
• Identify patterns in support demand and recommend improvements to product, documentation, tooling, and customer experience
• Help develop support operations including service levels, escalation paths, and reporting processes as the function scales

What We're Looking For

• Experience in technical support, product support, software engineering, solutions engineering, or similar customer-facing technical roles
• Strong diagnostic ability—you work methodically from symptoms to root cause rather than guessing
• Working understanding of modern web applications, APIs, authentication, integrations, and common browser or network issues
• Experience using diagnostic tools such as application logs, monitoring systems, browser developer tools, and database queries
• Sufficient familiarity with software code to navigate a codebase, follow application logic, and investigate reported behavior
• Clear customer communication skills—you remain calm under pressure, set honest expectations, and explain complex issues appropriately
• Strong ownership mentality—you stay responsible for moving issues forward even when other teams must contribute
• Sound prioritization skills—you can assess urgency and customer impact and recognize when immediate escalation is required
• Care and precision in documentation, testing, and confirming that customer problems are actually resolved
• Interest in AI systems and comfort investigating issues that may not always be deterministic
• Motivation to learn how in-house legal teams work (no legal background required)

Desirable but not essential:

• 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

Location and Working Arrangements: This is an in-person role based in Edinburgh. The team operates on a follow-the-sun support model, with standard regional working hours and clear handover processes for ongoing issues.

How We Work With You

When you apply through Get A Job.ai, our talent team will review your background and conduct an initial screening conversation. If there's a strong match, we'll submit your profile to our client for consideration. Throughout the process, we'll coordinate interviews and provide guidance on next steps.

Please apply only through Get A Job.ai. Do not contact the client directly, as we are managing this search exclusively on their behalf.

Pay

Compensation details will be discussed during the screening process and will be competitive for the Edinburgh market.

Equal Opportunity: Get A Job.ai is committed to inclusive recruiting practices. We encourage applications from candidates of all backgrounds and will evaluate all applicants fairly based on relevant qualifications and experience.