Technical Support Engineer
Job in
City of Edinburgh, Edinburgh, City of Edinburgh Area, EH1, Scotland, UK
Listed on 2026-05-16
Listing for:
Explore Group
Full Time
position Listed on 2026-05-16
Job specializations:
-
IT/Tech
IT Support, Technical Support, HelpDesk/Support, Systems Analyst
Job Description & How to Apply Below
We are looking for a Product Support Analyst to join a global leader in legal technology. You will serve as the first point of contact for users, providing essential technical support for award-winning software solutions used in legal proceedings worldwide.
The Role- Act as the primary contact for users via phone, email, and internal portals.
- Troubleshoot and resolve software issues, escalating complex cases to second-line support when necessary.
- Log and manage tickets using systems such as Zendesk, Jira, or Service Now.
- Assist with testing and validating new software features and updates before they are released.
- Contribute to user documentation, including FAQs and internal playbooks.
- Support product demonstrations and training sessions for clients and stakeholders.
- At least 1 year of experience in customer support, IT helpdesk, or product support.
- Proficiency in diagnosing software, login, and system-related issues.
- Familiarity with help desk tools and ticket triage.
- Ability to handle password resets and local server requests.
- Strong communication skills with the ability to explain technical concepts to non-technical users.
- A basic understanding of SQL, APIs, or scripting languages (Python/Bash) is beneficial.
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