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Customer Support Engineer (UK) — Phaselaw

AI Summary
Phaselaw is seeking a Customer Support Engineer to provide first-line technical support for its eDiscovery platform serving legal and privacy teams. The role combines customer ticket resolution, technical troubleshooting, AI-enabled support-system development, customer education, and feedback collection for product teams. The successful candidate will also assist with bug fixes and QA while working closely with the CTO in a fast-growing seed-stage startup. This is a high-ownership position suited to someone with strong communication skills, technical curiosity, coding interest, and the ability to manage competing customer priorities.
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Remote from
UK
Salary
GBP 35k–45k / yr
Department
Technical Support
Employment
Full Time
Experience
Open level
Published
Apply before
10 Dec 2026
Listing views
35
Application actions
2
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Opportunity details

About this role.

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.

Apply now >

This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.

Role DNA

A quick view of the complexity, pace, ownership and collaboration implied by the job description.

Job Complexity

4/5
EasyHard

Pace & Pressure

5/5
RelaxedFast-paced

Autonomy Level

5/5
GuidedFull ownership

Communication Load

5/5
IndependentCollaborative
AI insightThe role spans frontline support, technical investigation, QA, documentation, and scalable support-process design. A seed-stage environment and direct reporting line to the CTO require rapid learning, independent prioritisation, and comfort with ambiguity.

Salary analysis

Estimated compensation compared with the broader UK market for similar roles.

Estimated job median (per year)Market rate
£40,000
UK market range (per year)£35k–£50k
AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. The employer states a base salary range of £35,000–£45,000. The yearly cadence is inferred from the full-time UK role context; an estimated market range is £35,000–£50,000 per year for a customer support engineer with technical and QA responsibilities.

Core skills

Skills and capabilities most closely associated with this opportunity.

Customer supportTechnical troubleshootingTicket managementCustomer communicationWritten communicationKnowledge base creationCustomer educationAI-enabled support systemsBug reportingQuality assuranceCoding fundamentalsProduct feedback analysisPrioritizationAttention to detail
Sample interview questions
How would you handle several urgent customer tickets while investigating a complex technical issue?

I would acknowledge each request quickly, assess impact and urgency, and prioritise issues affecting access, data integrity, or multiple users. I would communicate expected next steps and timing, document the investigation, and escalate with clear reproduction details when needed.

How would you turn recurring support questions into a scalable support process?

I would review ticket trends, identify the root causes and common user journeys, then create concise help content, templates, and automated guidance. I would measure ticket deflection and customer feedback, iterating with the product team where documentation alone cannot solve the underlying problem.

Describe how you would report a suspected product bug to engineering.

I would provide a clear summary, customer impact, steps to reproduce, expected and actual behaviour, relevant environment details, screenshots or logs, and frequency. I would keep the customer informed while collaborating with engineering to validate the issue and communicate the resolution.

How do you explain a technical issue to a customer who is not technical?

I use plain language, focus first on the impact and available solution, and avoid unnecessary jargon. I confirm the customer's goal, provide numbered actions where useful, and check that the explanation resolved their question before closing the conversation.

What attracts you to a high-growth, early-stage support engineering role?

I enjoy environments where customer feedback has a visible effect on the product and where I can take ownership beyond a narrow queue of tickets. The mix of learning technical systems, helping customers, improving processes, and shipping practical solutions is especially motivating to me.

This analysis is generated from the job description. Salary estimates, role characteristics and sample answers are guidance, not employer-provided facts.
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