Technical Support Engineer (Legal Tech)

TL;DR

Technical Support Engineer (Legal Tech): Resolving complex software support cases for SaaS products used by major law firms with an accent on troubleshooting, platform reliability, and customer-informed product improvement. Focus on analyzing logs, reproducing issues, leading upgrades, preventing recurring problems, and coordinating resolutions with Product, Engineering, and Customer Success.

Location: Hybrid in the UK, with at least 3 days per week in the London office.

Company

hirify.global develops legal technology software and AI-powered solutions used by law firms and legal professionals worldwide.

What you will do

• Own technical support cases across the product suite and deliver timely resolutions that meet or exceed SLA targets.
• Analyze logs, reproduce issues, prepare root cause analyses, and define remediation plans.
• Create and maintain knowledge base articles, FAQs, and community answers.
• Translate support trends, bug reports, and customer feedback into actionable input for Product and Engineering.
• Lead support-driven upgrades and pre-upgrade validations, and review releases and hotfixes for regressions.
• Collaborate across Engineering, Product, and Customer Success while coaching and mentoring support colleagues.

Requirements

• Bachelor’s degree in Computer Science or a related field.
• 3–5 years of experience in technical support, troubleshooting complex software issues end-to-end.
• Strong knowledge of operating systems, virtualization, networking, databases, and SaaS environments.
• Experience with case management platforms such as Salesforce or Zendesk and issue tracking tools such as JIRA.
• Advanced diagnostic, analytical, and problem-solving skills.
• Excellent verbal and written communication skills for explaining technical concepts to diverse audiences.

Nice to have

• Scripting experience with Python, PowerShell, or Bash.
• Working knowledge of SQL and database querying.
• Experience with log analysis tools and techniques.
• Strong organization skills for managing high case volumes and competing priorities.

Culture & Benefits

• Collaborative environment focused on support, integrity, and knowledge sharing.
• Opportunity to work with teams around the world on complex customer challenges.
• Career development through stretch opportunities, visibility, and meaningful impact.
• Exposure to AI-driven innovation at the intersection of legal technology and customer outcomes.