(Client support, zendesk, SLA, Bugs, legal SAAS, Zendesk, Azure, Devops, TypeScript, Vue.js2,Firebase, AWS, Figma, Web Applications) Customer Support & Solutions Engineer Title: Customer Solutions Engineer Remote First Legal Tech / SAAS Overview: 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. Client They are an ever-expanding and improving solution for legal services within the rapidly evolving legal tech space. Their team are 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 SLA’s and reduce internal workload Create and maintain documentation, FAQs, and technical walkthroughs Run training or feedback sessions with users Skills & Experience: 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 skill. 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…