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- Tasks: Provide hands-on technical support and manage client relationships in a dynamic legal tech environment.
- Company: Join a leading legal tech SaaS company focused on innovative solutions for the legal services sector.
- Benefits: Enjoy remote work flexibility, independence in project management, and a supportive team culture.
- Why this job: This role offers a unique blend of engineering, customer success, and the chance to impact user experience.
- Qualifications: Experience in SaaS support, strong communication skills, and familiarity with customer service tools are essential.
- Other info: Work during UK office hours while enjoying a fully remote working environment.
The predicted salary is between 36000 - 60000 £ per year.
This isn’t your typical support role. You’ll operate at the intersection of engineering, customer success, and developer advocacy. You’ll provide hands-on technical support, manage strategic client relationships, help roll out projects, and liaise with both users and internal teams to create an outstanding product experience.
They are an ever-expanding and improving solution for legal services within the rapidly evolving legal tech space. Their team is aware of this and seeks to have their finger on the pulse, ready to provide the next solution for the legal services sector.
The ideal candidate thrives when given the independence to manage their projects end-to-end, taking full ownership of their work, and ensuring everything they do supports the growth of the product. Their performance is assessed based on output. Have you exceeded client expectations, is the feature quality exceptional, have you added value to the product or improved the user experience?
They have embraced a fully remote working environment with flexible working arrangements to give you the freedom to produce high-quality work on your Customer Support & Solutions terms. You will need to work on UK timezone office hours.
Responsibilities:- Provide technical support and troubleshooting for our customers
- Collaborate with Engineering to surface product feedback and escalate bugs
- Manage client relationships through onboarding, implementation, and ongoing success
- Develop robust support processes to help meet SLAs and reduce internal workload
- Create and maintain documentation, FAQs, and technical walkthroughs
- Run training or feedback sessions with users
- Proven experience in a SaaS environment, ideally in support, customer success, or technical enablement
- Exposure to legal tech platforms or compliance-heavy domains (e.g., contract workflows, finance, professional services)
- Strong working knowledge of web applications
- Comfortable discussing integrations, data analysis, and common browser-based issues
- Solid grasp of project coordination or project management, particularly involving client-facing delivery or internal rollouts
- Familiarity with customer service and ticketing tools such as Freshdesk, Zendesk, or similar platforms
- Ability to explain technical concepts clearly to both non-technical stakeholders and power users
- Experience producing or contributing to support resources (e.g., knowledge bases, walkthroughs, documentation)
- Excellent communication skills. Clear, diplomatic, and proactive with internal and external teams
- Comfort juggling multiple priorities, wearing multiple hats, and staying composed in periods of high workload
- Project Management Tooling. Capable of using standard tools such as Linear, Azure DevOps etc.
Customer Support & Solutions Engineer (SAAS) - Leading Legal Tech SAAS co - Remote / London employer: Honor Search Ltd
Contact Detail:
Honor Search Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support & Solutions Engineer (SAAS) - Leading Legal Tech SAAS co - Remote / London
✨Tip Number 1
Familiarise yourself with the legal tech landscape. Understanding the specific challenges and solutions within this sector will help you engage more effectively during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your technical skills, especially around the tools mentioned in the job description like Zendesk, Azure, and TypeScript. Being able to discuss these technologies confidently will set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully managed client relationships or resolved complex issues in previous roles. This will showcase your ability to thrive in a customer support environment and highlight your problem-solving skills.
✨Tip Number 4
Network with professionals in the legal tech space. Engaging with industry peers can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Customer Support & Solutions Engineer (SAAS) - Leading Legal Tech SAAS co - Remote / London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and SaaS environments. Emphasise any exposure to legal tech platforms and your ability to manage client relationships effectively.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about the legal tech industry and how your skills align with the responsibilities of the Customer Support & Solutions Engineer role. Mention specific tools like Zendesk and Azure DevOps that you are familiar with.
Showcase Technical Skills: Highlight your technical skills related to web applications, integrations, and troubleshooting. Provide examples of how you've successfully resolved technical issues in previous roles, especially in a SaaS context.
Demonstrate Communication Skills: Since excellent communication is key for this role, ensure your application reflects your ability to convey complex technical concepts clearly. Use concise language and structure your application well to showcase your communication prowess.
How to prepare for a job interview at Honor Search Ltd
✨Understand the Product and Industry
Before your interview, make sure to research the legal tech industry and the specific products offered by the company. Familiarise yourself with their solutions and how they address client needs. This will help you demonstrate your genuine interest and understanding of the role.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with relevant technologies such as Zendesk, Azure, and TypeScript. Highlight any past projects where you've provided technical support or managed client relationships, as this will show your capability in a SaaS environment.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle client issues. Prepare examples from your past experiences where you successfully resolved technical problems or improved user experiences, as these will illustrate your hands-on approach.
✨Demonstrate Strong Communication Skills
Since the role involves liaising with both technical teams and non-technical stakeholders, practice explaining complex concepts in simple terms. During the interview, focus on clear and diplomatic communication to showcase your ability to bridge the gap between different audiences.
