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# Support Engineer

- **Company:** Wordsmith AI
- **Location:** Glasgow, UK
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Business Logic, User Authentication, Automation of Tests, Big Data, Database Queries, Software Debugging, Programming Tools, Monitoring of Systems, Network Troubleshooting, AI-enabled Products, Software Deployment, Software Engineering, Systems Integration, Web Applications, Grafana, Software Coding
- **Published:** October 13, 2026
- **Apply:** https://www.totaljobs.com/job/support-engineer/wordsmith-ai-job108150196

## About the Role

* 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.

## Description

* 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., 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.