Support Engineer
Possible
Sponsorship likelihood
This job is eligible only on a shortage list
Not disclosed
Salary
Not disclosed by employer
£41,700
Going rate
Skilled Worker going rate
This role likely qualifies for a Skilled Worker visa
SOC 3132 (85% match) is an eligible occupation, with a going rate of £41,700, and WORDSMITH AI LTD. is a licensed sponsor. That is our reading of the rules. Whether they issue a Certificate of Sponsorship is still their call.
This could also be SOC 2134 (Programmers and software development professionals, May submit code fixes through engineering review process). We read the code off the advert, so it is our best guess, not the employer's.
New graduate or PhD holder? Pick one of the lower rates.
What each route needs for this job
| Occupation code | New entrant 70% of going rate | STEM PhD 80% of going rate | Relevant PhD 90% of going rate | Standard rate 100% of going rate |
|---|---|---|---|---|
3132 IT user support technicians Most likely code | £33,400 | £33,400 | £37,500 | £41,700 |
2134 Programmers and software development professionals Also possible | £38,300 | £43,700 | £49,200 | £54,700 |
We use the lowest threshold across the plausible codes. Likelihood is Possible at most when the pay clears only a lower rate, or only under a less likely code. How the Home Office picks the code
About the role
Support Engineer
Edinburgh
Wordsmith
Wordsmith is building the legal operating system for in-house teams, and we are growing fast.
We believe in-house legal is becoming one of the most important functions in the AI era. Every business is moving faster, but legal work is still too often scattered across inboxes, chats, documents and disconnected systems.
Wordsmith brings that work into one system. Requests come in from across the business, AI agents handle the routine, lawyers stay in control where judgement matters, and every step is captured as work happens.
We are built for in-house legal, not law firms. Our goal is to help legal teams move faster, reduce unnecessary external counsel spend and become a function the business can run with.
More than 500 companies, including Financial Times, Safelite, Trip.com, Canva, Starling and Sage, use Wordsmith. Backed by over $100M from Index Ventures, General Catalyst, Highland Europe and others, we are building one of the defining companies in legal AI.
The role
We’re hiring a Support Engineer to provide fast, thoughtful and technically rigorous help to Wordsmith customers.
You’ll own technical questions and incidents from first response through to resolution. You’ll understand what the customer is trying to achieve, reproduce reported behaviour, investigate the underlying cause and explain the outcome clearly.
This is more than scripted customer support. You’ll be expected to investigate application behaviour at a technical level, including reading logs and tracing issues through the product and its codebase. Where appropriate to your experience, you may also propose and submit code fixes through our normal engineering review and release process.
Wordsmith supports customers globally through a follow-the-sun model. You’ll work the standard hours for your region and hand over unresolved issues clearly to colleagues in other regions. There is no routine expectation that you work another region’s hours.
What you’ll do
Own technical support requests — triage, investigate and resolve customer questions and incidents from first response to confirmed resolution.
Diagnose problems thoroughly — gather the right context, reproduce reported behaviour, inspect logs and data, and trace issues through the product and codebase.
Resolve technical issues — correct configuration or usage problems directly and collaborate with Engineering when a product or infrastructure change is required.
Contribute code fixes where appropriate — depending on your experience, propose and submit well-tested fixes through the standard engineering review and deployment process.
Communicate clearly — give customers timely and accurate updates, explain technical issues without unnecessary jargon and set honest expectations.
Manage escalations — bring in Engineering, Product or other specialists when needed while retaining ownership of the case and its communication.
Support global handovers — document investigation, impact, current status and next actions so colleagues in another region can continue work without losing momentum.
Protect service quality — recognise high-impact incidents quickly, follow the appropriate escalation process and contribute to incident reviews.
Build customer knowledge — create and maintain troubleshooting guides, known-issue documentation and help-centre content.
Reduce repeat problems — identify patterns in support demand and recommend improvements to the product, documentation, tooling and customer experience.
Improve support operations — help develop service levels, escalation paths, reporting and technical-support processes as the function scales.
What we’re looking for
Experience in technical support, product support, software engineering, solutions engineering or another customer-facing technical role.
Strong diagnostic ability — you can work methodically from symptoms to root cause rather than relying on guesswork.
A working understanding of modern web applications, APIs, authentication, integrations and common browser or network issues.
Experience using diagnostic information such as application logs, monitoring tools, browser developer tools and database queries.
Enough familiarity with software code to navigate a codebase, follow application logic and use it to investigate reported behaviour.
Clear customer communication — you can remain calm under pressure, set expectations honestly and explain complex issues at the right level of detail.
Strong ownership — you remain responsible for moving an issue forward even when other teams need to contribute.
Sound prioritisation — you can assess urgency and customer impact and recognise when an issue requires immediate escalation.
Care and precision — you document what you tested, avoid unsupported conclusions and confirm that the customer’s problem has actually been resolved.
Interest in AI systems — you’re curious about how AI-enabled products behave and comfortable investigating issues that may not always be deterministic.
No legal background is required, but you should be motivated to learn how in-house legal teams work.
Desirable, but not essential
Experience writing and debugging production software.
The ability to create automated tests and submit code fixes for engineering review.
Experience supporting AI-enabled or data-intensive applications.
Familiarity with incident-management and observability tools.
How we work
We’re an in-person team based in Edinburgh. You should expect to work from the office as your default.
We support customers globally using a follow-the-sun model. You’ll work the normal hours agreed for your region and create clear handovers when an issue needs to continue beyond them. Any exceptional on-call or out-of-hours arrangements would be agreed and communicated separately.
We set a high bar, move quickly and give people meaningful ownership. Support is a core part of the product experience, and we expect it to be technically credible, responsive and human.
You’ll work closely with Engineering, Product, Transformation and Customer Success. Customer Success owns adoption and customer health; Transformation owns implementation; Account Management owns renewals and commercial growth; and Support Engineering owns technical investigation and resolution.
Why Wordsmith
You’ll support a fast-growing product used for important work inside some of the world’s most ambitious organisations.
Because we’re building in a new technical category, the problems are interesting. You’ll work across software behaviour, integrations, data and AI systems rather than following a script.
You’ll have the opportunity to shape our support tooling and operating model, influence the product through direct customer evidence, and develop towards senior support engineering, support leadership, solutions engineering or product engineering.
This description is the source posting as it read when we added it. We are not affiliated with WORDSMITH AI LTD., so check their own site for the current details.
Where this offer sits in the market
IT user support technicians (SOC 3132) · UK · ONS ASHE 2025 · basic pay · ~158k in sample- Middle half £29,172–44,044
- Median £35,360
- Going rate £41,700
- Threshold £41,700
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Browse more sponsored jobs at WORDSMITH AI LTD.About sponsorship for this role
Does this job guarantee visa sponsorship?
Not necessarily. WORDSMITH AI LTD. holds a sponsor licence, but sponsorship for a specific hire is always the employer's decision. Be upfront in your application that you'll require it.
What salary is needed for this role to be eligible?
The offer must clear both the general threshold and the SOC 3132 going rate of £41,700. New-entrant and shortage discounts can lower it.