Product Support Analyst

As a Product Support Analyst, you’ll serve as the first point of contact for users of our legal technology products, providing timely, effective technical support through phone, email, and an internal portal.

Requirements

• 1+ years of experience in customer support, IT helpdesk, or product support roles (preferably in SaaS or legal tech environments)
• Strong troubleshooting skills with the ability to diagnose and resolve software, login, and system-related issues
• Experience managing tickets through triage, SOP-driven resolution, and incident documentation
• Familiarity with help desk tools and ticketing systems (e.g., Zendesk, Jira, ServiceNow)
• Ability to handle password resets, user login issues, and local server requests (e.g., Magnum: Syncs, Restarts)
• Comfortable testing and validating new product releases alongside QA and development teams
• Skilled in creating and maintaining support documentation, including FAQs, how-to guides, and internal playbooks
• Basic understanding of SQL, APIs, or scripting languages (e.g., Python, Bash) is a plus
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users
• Strong multitasking and time management skills, with the ability to prioritize low- and medium-level tickets efficiently
• Demonstrated interest in legal technology and workflow-driven software solutions
• Willingness to shadow senior team members and document technical resolutions to build product expertise

Benefits

• Contributory pension plan
• 26 days annual holidays, flexible working, and length of service entitlement
• Health Insurance
• Loyalty Share Scheme
• Enhanced Maternity and Paternity
• Employee Assistance Programme
• Electric Vehicle Salary Sacrifice
• Cycle to Work Scheme
• 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