Customer Support Engineer (UK) — Phaselaw
At a glance
Mid-level IT Support & Helpdesk role at Pear VC. Remote, United Kingdom · full-time · £35,000–£45,000 base.
remoteroles summary, based on the employer's posting.
What you'll do
- Handle incoming customer questions and support tickets as the first point of contact
- Create AI-enabled support systems that can serve customers at scale
- Bring customer feedback to the product team and help shape development
- Write learning materials that help customers use the product
- Support bug fixes and quality checks
What you bring
- You communicate clearly in writing and conversation, including when teaching customers
- You’re keen to learn software products and investigate their technical details
- You can manage competing customer requests while keeping track of the details
- You have coding knowledge and want to build your coding skills
Who this fits
This suits someone who enjoys customer-facing technical work, learning and teaching, and taking ownership across the customer lifecycle. The role is based in the United Kingdom and is full-time; you’ll report to the CTO and work with the wider team.
From the employer
Location: United Kingdom
Type: Full-time
Salary: £35,000-£45,000
About Phaselaw
Phaselaw 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're 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 Customer Support Engineer to help us support our growing customer base in the UK and Europe. You’ll report directly to our CTO 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
Build scalable, AI-enabled systems for customer support
Channel customer feedback to our product development team
Create educational resources for our customers
Assist with bug fixing and QA
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.
Excellent 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.
Coding knowledge and interest in growing your coding skills.
A bias for action: You ship fast and iterate based on feedback.
(Optional) Knowledge of the Privacy or Legal fields.
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 (CTO) led product at Cortico (MIT spinoff) from 0-> 1.
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