--- title: 'Support Engineer at Wordsmith AI' canonical: 'https://feeny.ai/job/support-engineer-wordsmith-ai-edinburgh-emw9xw5n5067' type: 'job' last_seen: '2026-09-04' --- # Support Engineer at Wordsmith AI - **Company:** Wordsmith AI - **Location:** Edinburgh, United Kingdom - **Employment:** full-time - **Work type:** onsite - **Posted:** 2026-08-03 - **Last confirmed live:** 2026-09-04 - **Apply:** https://jobs.ashbyhq.com/wordsmith/527c0248-5975-4a13-8929-26ed7ebe2b6d ## Job description ## SUPPORT ENGINEER Edinburgh ## WORDSMITH Wordsmith is building the legal operating system for in-house teams, and we are growing fast. We believe in-house legal is becoming one of the most important functions in the AI era. Every business is moving faster, but legal work is still too often scattered across inboxes, chats, documents and disconnected systems. Wordsmith brings that work into one system. Requests come in from across the business, AI agents handle the routine, lawyers stay in control where judgement matters, and every step is captured as work happens. We are built for in-house legal, not law firms. Our goal is to help legal teams move faster, reduce unnecessary external counsel spend and become a function the business can run with. More than 500 companies, including Financial Times, Safelite, Trip.com http://Trip.com, Canva, Starling and Sage, use Wordsmith. Backed by over $100M from Index Ventures, General Catalyst, Highland Europe and others, we are building one of the defining companies in legal AI. ## THE ROLE We’re hiring a Support Engineer to provide fast, thoughtful and technically rigorous help to Wordsmith customers. You’ll own technical questions and incidents from first response through to resolution. You’ll understand what the customer is trying to achieve, reproduce reported behaviour, investigate the underlying cause and explain the outcome clearly. This is more than scripted customer support. You’ll be expected to investigate application behaviour at a technical level, including reading logs and tracing issues through the product and its codebase. Where appropriate to your experience, you may also propose and submit code fixes through our normal engineering review and release process. Wordsmith supports customers globally through a follow-the-sun model. You’ll work the standard hours for your region and hand over unresolved issues clearly to colleagues in other regions. There is no routine expectation that you work another region’s hours. ## WHAT YOU’LL DO - 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. ## WHAT WE’RE LOOKING FOR - 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. ## HOW WE WORK 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. ## WHY WORDSMITH You’ll support a fast-growing product used for important work inside some of the world’s most ambitious organisations. Because we’re building in a new technical category, the problems are interesting. You’ll work across software behaviour, integrations, data and AI systems rather than following a script. You’ll have the opportunity to shape our support tooling and operating model, influence the product through direct customer evidence, and develop towards senior support engineering, support leadership, solutions engineering or product engineering. ## About Wordsmith AI ## Company Overview - **One-liner**: Wordsmith provides an AI-native legal operations platform that captures, triages, resolves, and records every legal request from the business, enabling in-house legal teams to work at the speed of AI. - **Entity Type**: Private (Series B) - **Headquarters**: London, England, United Kingdom - **Founded**: 2023 - **Founders**: Ross McNairn (CEO), Volodymyr Giginiak (CTO), Robbie Falkenthal (COO) ## Core Business - **Primary industry/industries**: Legal Technology (LegalTech), Enterprise AI, Workflow Automation - **Target customers**: In-house legal departments at mid-to-large enterprises across all industries (B2B, Enterprise) - **Mission or purpose statement**: To be the Northstar for legal intelligence in business — to bring the legal function in-house by making it measurable, compressible, and owned, just as every other major corporate cost centre has been. ## Products & Services - **The Wordsmith Platform (Legal Operations System)**: An end-to-end AI-native system built around four core workflows: **Receive** (captures legal requests from Slack, email, Salesforce, Teams, and procurement systems), **Route** (assigns ownership, priority, and context), **Resolve** (automates routine legal work using AI agents — drafting, redlining, research, translation — while escalating complex decisions to lawyers), and **Record** (logs every decision, action, and rationale in real time for audit-ready governance). - **Contract Review & Workflow Integration**: End-to-end contract review embedded directly into business tools like Slack, Gmail, and procurement systems. Reviews are collaborative and web-native. - **Word Integration**: A plugin allowing lawyers to review, redline, draft, research, and translate without leaving Microsoft Word. - **AI Agents**: Chain drafting into a full end-to-end workflow — receive the request, draft the document, route for approval, and send — with no manual step required. - **Global Legal Intelligence Engine**: Covers hundreds of trusted sources across 130+ jurisdictions, combined with deep knowledge of the customer’s own entities, risk profile, and prior positions. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed (private company) - **Key Metric**: Total funding raised — **$100M** across two rounds. Last round: **€60.2M ($70M) Series B** (announced June 2026). - **Notable Investors/Partners**: Index Ventures, Highland Europe, General Catalyst (the firms behind Figma, Stripe, Discord, Airbnb, Revolut, and Canva). - **Growth Signals**: - Used by **500+ organisations globally**, including major enterprises such as **BT, Financial Times, Safelite, Trip.com, and Canva**. - Reports that **Trustpilot cut contract review time by 85%** using the platform. - Planning to grow workforce from ~100 to **~300 employees**, with significant **US market expansion**. - Founded in 2023 and achieved this scale in just over two years. ## Competitive Advantages - **Category-defining position**: Wordsmith is not a legal copilot for individual lawyers — it is an **operating system for the entire in-house legal function**, managing complete request flows across the organisation. This system-level approach is a structural shift away from traditional point-tools. - **Conflict-free business model**: Wordsmith sits on the side of the *buyer* of legal services (the in-house team), not the *seller* (law firms). All other legacy tools were built to serve law firms. Wordsmith’s incentives are aligned with removing friction and cost for the enterprise. - **Vertical-first AI strategy**: Deeply specialised in legal workflows rather than a generalist AI platform, making the product deeply relevant and defensible in a $1.1T global legal market. - **Founding team**: Led by a CEO (Ross McNairn), CTO (Volodymyr Giginiak), and COO (Robbie Falkenthal) who blend legal domain expertise with deep AI and engineering capability. ## Strategic Focus - **Scale globally, with a US expansion priority**: The Series B is explicitly earmarked to accelerate growth in the US market. - **Hire exceptional talent**: Grow the team to ~300 people, maintaining a “fewer, better people” philosophy — a small group of brilliant specialists rather than a crowd of generalists. - **Product depth**: Continue to invest in AI agents, global legal intelligence, and deeper integration into enterprise workflows (Slack, Salesforce, Word, Gmail). - **Move beyond task assistance to full automation**: The stated vision is to make legal “the last black box” in the enterprise — measurable, compressed, and owned internally. ## Why Work Here - **Culture & Philosophy**: Described as a team of “lawyers and engineers blending two worlds.” Core operating principles include: **“fewer, better people”** (small, elite teams), **relentless focus on simplicity**, and building products that are so elegant they “feel like magic.” The company explicitly values **judgment** as the key differentiator in an AI-powered world. - **Growth Trajectory**: A rare stage — Series B with $100M in funding, a small enough team that individual contributions matter every day, and early enough to shape how the company builds. Significant US expansion ahead. - **Work Environment**: Hybrid (roles listed for Edinburgh and London). The hiring process is transparent and values speed: a 30-min screening call, a 45-min technical interview, a short take-home challenge (a couple of hours), and a culture interview. - **Funding Backing**: Backed by the same investors who backed Figma, Stripe, and Canva — strong signal of ambition and long-term thinking. - **Impact**: Working on a problem that is “genuinely new” — building the platform to run in-house legal teams, which is a category that did not exist before AI made it possible. ## Sources 1. [wordsmith.ai](https://www.wordsmith.ai/) 2. [wordsmith.ai/company](https://www.wordsmith.ai/company) 3. [wordsmith.ai/careers](https://www.wordsmith.ai/careers) 4. [cbinsights.com](https://www.cbinsights.com/company/wordsmith-ai) 5. 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