Support Engineer
Wordsmith AI11 hours ago
Edinburgh, United KingdomMid Level
Responsibilities
- Own technical support requests from first response through confirmed resolution.
- Diagnose issues by gathering context, reproducing behavior, inspecting logs and data, and tracing problems through the product and codebase.
- Resolve configuration and usage issues and collaborate with Engineering on product or infrastructure changes.
- Propose and submit tested code fixes where appropriate through the engineering review and deployment process.
- Provide timely customer updates, explain technical issues clearly, and set honest expectations.
- Manage escalations while retaining ownership of the case and its communication.
- Document investigations, impact, status, and next actions for global handovers.
- Recognize high-impact incidents, follow escalation procedures, and contribute to incident reviews.
- Create troubleshooting guides, known-issue documentation, and help-center content.
- Identify recurring support problems and recommend improvements to the product, documentation, tooling, and customer experience.
- Help develop service levels, escalation paths, reporting, and technical-support processes.
Requirements
- Experience in technical support, product support, software engineering, solutions engineering, or another customer-facing technical role.
- Strong diagnostic ability and a methodical approach to identifying root causes.
- Working understanding of modern web applications, APIs, authentication, integrations, and common browser or network issues.
- Experience using application logs, monitoring tools, browser developer tools, and database queries for diagnosis.
- Enough software familiarity to navigate a codebase, follow application logic, and investigate reported behavior.
- Clear customer communication, calmness under pressure, and the ability to explain complex issues appropriately.
- Strong ownership, prioritization, care, and precision when managing customer issues.
- Interest in AI systems and comfort investigating behavior that may not always be deterministic.
- Legal background is not required, but motivation to learn how in-house legal teams work is expected.
- Desirable experience includes writing and debugging production software, creating automated tests, and submitting code fixes for engineering review.
- Desirable experience includes supporting AI-enabled or data-intensive applications and familiarity with incident-management and observability tools.
Benefits
- In-person work in the Edinburgh office is the default arrangement.
- Global follow-the-sun customer support with normal regional hours and clear handovers; exceptional on-call or out-of-hours arrangements are agreed separately.
- Opportunity to shape support tooling and the operating model and influence the product through direct customer evidence.
- Career development opportunities toward senior support engineering, support leadership, solutions engineering, or product engineering.
Categories
Solutions Engineering
About Wordsmith AI
Wordsmith AI builds an AI-driven SEO and content creation platform for marketing teams. The product combines Custom GPTs, SERP/topic research, and retrieval-augmented generation to draft articles and repurpose them into social posts, carousels, and video scripts, with controls to keep company data private. Founded in 2023 and headquartered in San Mateo, CA, the privately held company sells its software on a subscription basis.