Product Support Specialist. £50,000 + Benefits. Edinburgh. Hybrid 3 Days a week in office.

My client is a legal tech firm that has award-winning solutions trusted by the most successful law firms and used in thousands of legal proceedings around the world. Transforming how lawyers work on matters, my client eliminates inefficiencies and connects legal teams with the collaborative software they need to work smarter and more effectively together.

As a Product Support Specialist, you will act as the primary product expert and relationship manager for my clients Institutions client base. As a product escalation role, you will provide advanced product guidance, ensure SLAs are met across all support interactions for institutions, and become a trusted advisor to client-side support teams.

You’ll facilitate the delivery of tailored product training, manage ongoing client engagement through site visits and calls, and provide strategic feedback to Product Management. With deep knowledge of the Institutions solution, you’ll ensure our clients receive exceptional, proactive support while helping to shape the future of the product based on real-world use.

• Provide first and second-line technical support and product guidance via phone, email, and internal support portals to users of the firms legal technology solutions.
• Investigate and resolve escalated software issues, collaborating with QA, DevOps, and Engineering teams to ensure timely and effective fixes.
• Utilise Python and Bash to streamline support tasks and improve data integrity.
• Support testing and validation of new product features, patches, and releases prior to deployment.
• Mentor and support junior team members by sharing knowledge, best practices, and technical expertise.
• Promote best practices and drive client engagement through proactive outreach, training, and solution optimization.
• Maintain accurate records of support interactions in the helpdesk or incident tracking system, ensuring thorough follow-up and resolution.
• Create and maintain user-friendly support materials including how-to guides, FAQs, and internal documentation.
• Identify recurring issues and collaborate with Product and Development teams to drive long-term improvements.
• Assist in delivering product training sessions and client demonstrations as needed.
• Ensure a high standard of professionalism and customer satisfaction in all support engagements.

Requirements:

• 2+ years in a product support, customer success, or client-facing role, ideally in SaaS or legal tech environments.
• Experience delivering training, workshops, or onboarding sessions to client teams, either in-person or virtually.
• Excellent written and verbal communication skills, including phone-based support and professional client interactions.
• Willingness and ability to travel for on-site client meetings and training sessions as needed.
• Passion for legal technology and a drive to deliver meaningful, long-term value to Institution clients.
• AWS Cloud Practitioner, ITIL Certification – Foundation, ITIL Certification (Practitioner - Incident Management).

Benefits:

• Contributory pension plan.
• 26 days annual holidays, flexible working, and length of service entitlement.
• Health Insurance.
• Loyalty Share Scheme.
• Employee Assistance Programme.
• Electric Vehicle Salary Sacrifice.
• Cycle to Work Scheme.
• Accessible and modern office space and regular company social events.

If you are interested, please send your CV for immediate consideration.