Product Support Specialist

A leading global provider of legal technology is looking for a Product Support Specialist to join their growing team. Their software is used by top legal teams worldwide, powering high‑profile cases and transforming how lawyers collaborate.

This is an opportunity to step into a role where technical problem‑solving, client interaction, and product influence all come together. If you enjoy digging into complex issues, working closely with engineering teams, and shaping the evolution of a world‑class SaaS product, this could be a strong next step.

What you’ll be doing

• Acting as a key escalation point for technical and product‑related queries across phone, email, and internal portals.
• Troubleshooting complex software issues and partnering with Engineering, QA, and DevOps to deliver timely resolutions.
• Supporting automation and scripting projects (Python, Bash) to streamline support processes and improve data integrity.
• Working directly with clients to understand their workflows and deliver tailored technical solutions.
• Testing and validating new product features, patches, and releases before deployment.
• Documenting bugs, feature requests, and client feedback to influence product development.
• Creating clear, user‑friendly support materials including guides, FAQs, and internal documentation.
• Mentoring junior team members and promoting best practice across the support function.
• Driving client engagement through proactive outreach, training, and solution optimisation.

What we’re looking for

• Experience in first and second‑line technical support within a SaaS or software environment.
• Strong troubleshooting skills and the ability to break down complex issues.
• Exposure to scripting or automation (Python, Bash, PowerShell, etc.) or a willingness to learn.
• Confidence working directly with clients and translating technical detail into clear, actionable guidance.
• A proactive mindset, curiosity, and a passion for improving processes and user experience.
• Someone who enjoys collaborating with cross‑functional teams and influencing product evolution.

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