Product Support Analyst

As a Product Support Analyst, you'll provide technical support to users of our legal technology products, troubleshoot software issues, and contribute to product improvements.

Requirements

• 1+ years of experience in customer support, IT helpdesk, or product support roles
• 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
• 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