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. The team also delivers the essential technology and expertise needed to conduct dispute resolution proceedings in the most modern, seamless, and secure way possible.

Job overview

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. This role bridges client enablement and internal accountability. 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.

What you’ll be doing

• 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.
• Assist in developing automation tools and scripts (e.g., Python, Bash) to streamline support tasks and improve data integrity.
• Work directly with clients to understand their workflows and deliver tailored technical solutions that enhance product adoption and efficiency.
• Document and echo bugs, feature requests, and client feedback with clear, actionable reporting to the appropriate internal teams.
• 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.

What my client is looking for in you

• 2+ years in a product support, customer success, or client‑facing role, ideally in SaaS or legal tech environments.
• Strong understanding of client relationship management with the ability to build trust and rapport with stakeholders across various levels.
• 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.
• Demonstrated ability to manage multiple priorities while ensuring team‑wide SLA compliance.
• Familiarity with helpdesk/ticketing systems such as Zendesk, Jira, or FreshDesk.
• Confident in gathering and articulating product feedback, usability challenges, and client requests to internal product teams.
• Self‑motivated and able to work independently, with excellent time management and follow‑through.
• 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.

Preferred Certifications: AWS Cloud Practitioner, ITIL Certification – Foundation, ITIL Certification (Practitioner – Incident Management)

26 days annual holidays, flexible working, and length of service entitlement. Enhanced Maternity and Paternity. Employee Assistance Programme. Electric Vehicle Salary Sacrifice. Calm and Mindfulness sessions. A day of leave to volunteer for charity or dependent cover. Accessible and modern office space and regular company social events.