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For Companies At a Glance
- Tasks: Support customers, manage tickets, and build scalable support systems.
- Company: Phaselab, a fast-growing eDiscovery startup in London.
- Benefits: Competitive salary, high ownership, and opportunities for growth.
- Why this job: Shape the future of a startup while making a real impact.
- Qualifications: Passion for software, great communication skills, and a desire to learn.
- Other info: Join a kind, collaborative team that values diversity and personal growth.
The predicted salary is between 30000 - 45000 £ per year.
Location: London
Type: Full-time
Salary: £35,000-£45,000
About Phaselab
Phaselab is the leading eDiscovery platform for in‑house legal and privacy teams. We save teams thousands of hours with tools for document production and redaction. We are a Seed stage startup but are already working with some of the largest companies in the world and are more than doubling the business every quarter.
The Role
We’re looking for a Support Engineer to help us support our growing customer base in the UK and Europe. You’ll report directly to our CEO and work closely with our entire team to ensure our customers are getting the most out of our products. This is a high‑ownership, high‑impact, high‑growth role where you’ll directly shape the future of the business and will have the opportunity to build out how we support our customers going forward. You'll touch every part of the customer lifecycle and have opportunities to grow in both customer‑facing and technical directions.
What You’ll Do
- Be the first line of defense for customer tickets and questions
- Help with customer onboarding and training
- Build scalable systems for customer support, including our internal knowledge base
- Channel customer feedback to our product development team
What We’re Looking For
- Proven interest in learning and teaching: You'll be educating customers every day and learning about our product and technical systems.
- A passion for software products and an interest in diving into the technical weeds on them.
- Great written and spoken communication skills to enable you to communicate well with customers.
- Ability to juggle multiple priorities across competing customer requests
- Interested in the sort of rapid growth that only early stage startups can provide.
- Extreme ownership and attention to detail. You’re a person who never drops balls.
- Bias for action: You ship fast and iterate based on feedback.
- (Optional) Knowledge of the Privacy or Legal fields.
- (Optional) Coding knowledge and interest in growing your coding skills
Why Join Us?
- Impact: Your work will directly shape the future of the company.
- Growth: High ownership, deep collaboration with company leadership and customers.
- Potential to grow into new roles and scopes as the company grows.
- Speed: We move fast, ship often, and value autonomy.
- Culture: Our team is kind, collaborative, inquisitive, and inclusive – and we want to keep it that way.
- We have high standards for quality and ethics, and help each other learn in order to reach our objectives.
- We think technology is best built by teams with a diversity of background, thought, and experience.
Every team member is a human first, and we strive to create a culture and environment that supports your career goals and respects all of the hats you wear in life, not just the ones that earn you a paycheck.
Our Team
We were founded in 2023 by SaaS and data experts. Josh (CEO) led Chartbeat as CTO to $70M+ ARR and exit. David (COO and Head of Product) led Cortico (MIT spinoff) from 0->1 as COO.
Support Engineer (London) — Phaselab employer: Pear VC
Contact Detail:
Pear VC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Engineer (London) — Phaselab
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research Phaselab and understand their products inside out. Show them you’re not just another candidate, but someone who genuinely cares about their mission and can contribute to their growth.
✨Tip Number 3
Follow up after your interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Phaselab team!
We think you need these skills to ace Support Engineer (London) — Phaselab
Some tips for your application 🫡
Show Your Passion: Let us see your enthusiasm for the role! Mention any relevant experiences or projects that highlight your interest in software products and customer support. We love candidates who are eager to learn and grow with us.
Tailor Your Application: Make sure to customise your CV and cover letter for the Support Engineer position. Highlight your communication skills and any technical knowledge you have, as these are key for us. A personal touch goes a long way!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon unless necessary. We appreciate candidates who can communicate effectively, just like you would with our customers.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re proactive!
How to prepare for a job interview at Pear VC
✨Know Your Stuff
Make sure you understand Phaselab's eDiscovery platform inside and out. Familiarise yourself with their tools for document production and redaction, as well as the challenges faced by in-house legal and privacy teams. This will help you answer questions confidently and show your genuine interest in the role.
✨Show Off Your Communication Skills
As a Support Engineer, you'll need to communicate effectively with customers. Practice explaining complex technical concepts in simple terms. You might even want to prepare a few examples of how you've successfully helped customers in the past, showcasing your great written and spoken communication skills.
✨Demonstrate Ownership and Initiative
Phaselab values extreme ownership and a bias for action. Be ready to discuss times when you've taken charge of a project or solved a problem independently. Highlight your ability to juggle multiple priorities and how you ensure nothing falls through the cracks.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, growth opportunities, and how they envision the Support Engineer role evolving. This shows that you're not just interested in the job, but also in contributing to the company's future and understanding its direction.
