Support Engineer

The role

You will own technical support requests from first response to resolution. You will investigate application behaviour by reading logs and tracing issues through the product and codebase.

What you will do

• Own technical support requests by triaging, investigating and resolving customer questions and incidents
• Diagnose problems by gathering context, reproducing behaviour, inspecting logs and data, and tracing issues through the product and codebase
• Resolve technical issues by correcting configuration or usage problems or collaborating with Engineering
• Propose and submit code fixes through the standard engineering review and deployment process
• Communicate clearly with customers through timely updates and plain language
• Manage escalations by bringing in Engineering, Product or other specialists
• Support global handovers by documenting investigation, impact, status and next actions
• Protect service quality by recognising high-impact incidents and following escalation processes
• Build customer knowledge by creating troubleshooting guides and help-centre content
• Reduce repeat problems by identifying patterns in support demand

Required qualifications

• Experience in technical support, product support, software engineering, solutions engineering or another customer-facing technical role
• Strong diagnostic ability
• 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 use it to investigate reported behaviour
• Clear customer communication
• Strong ownership
• Sound prioritisation
• Care and precision in documentation
• Interest in AI systems
• Git and GitHub knowledge
• Basic Bash

Nice to have

• Python or similar
• Experience writing and debugging production software
• The 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

About the company

Wordsmith is building the legal operating system for in-house teams. The company is backed by over $100M from Index Ventures, General Catalyst, Highland Europe and others.