Technical Support Engineer

About usNexl is the fast-growing LegalTech company on an ambitious mission to elevate the business of law.We build an AI-driven CRM and growth intelligence platform that brings a firm’s internal and external data together so lawyers, marketing, and business development can collaborate, spot opportunities, and grow revenue.Recognised by the Financial Times, Deloitte, and the Australian Financial Review as one of the fastest-growing businesses, Nexl is trusted by 150+ firms globally.We’ve recently closed a $23 million Series B led by Tidemark Capital, accelerating our mission to transform how law firms grow by uniting lawyers, marketing, and business development into a single growth engine.The OpportunityWe are seeking a Technical Support Engineer to join our global Client Services organisation, working as part of the Client Operations team. This role is the first line of defence for client support queries, responsible for resolving issues quickly, triaging effectively, and ensuring a smooth client experience.You’ll work closely with colleagues across Client Operations and Customer Success, Engineering, and Product to maintain service excellence and deliver consistent value to our law firm clients worldwide, while also leveraging AI-assisted support tools to improve efficiency, documentation, and client communication.The right candidate will be detail-oriented, technically adept, and comfortable owning client support interactions end-to-end — from first response through to resolution or escalation, including coding.What You'll Own & DoClient Support & Ticket ManagementBe the first line of support for all client queries through Intercom and other support channels.Manage support tickets with professionalism, accuracy, and timeliness.Keep clients informed and up to date on progress in line with SLA commitments.Accurately triage, categorize, and assign issues in JIRA.Escalate Tier 2+ technical issues to the appropriate internal teams with clear reproduction steps and documentation.Create, maintain, and improve SOPs, troubleshooting guides, and knowledge base articles.Leverage AI-powered support tools to enhance response accuracy, documentation, and resolution workflows.Documentation & Knowledge BaseCreate, maintain, and improve SOPs, troubleshooting guides, and knowledge base articles.Document new issues and resolutions to reduce time-to-resolution at scale.Help establish best practices for repeatable, efficient client support.What We're Looking ForMust HavesProven track record in technical support or related roles within SaaS or enterprise platforms.Hands-on experience with ticketing systems (Intercom, JIRA, Zendesk, or similar).Strong technical documentation skills (SOPs, troubleshooting guides, client-facing KB articles).Advanced troubleshooting ability across:SaaS platforms (browser, cache, session, network issues).Authentication & Security (SAML/SSO, Active Directory, Microsoft 365).Integrations & APIs (validating workflows, testing API endpoints with Postman/cURL, debugging sync issues).Data Handling (CSV/Excel imports/exports, basic SQL queries).Excellent written and verbal communication skills for client-facing and internal collaboration.Sufficient understanding of React & TypeScript (Frontend), Ruby on Rails, and Python to assist in troubleshooting or escalate effectively to Engineering.Nice to HavesFamiliarity with logging & monitoring tools (e.g., Kibana, Datadog) for error investigation.Experience using or openness to adopting AI-assisted support tools and automation workflows.Prior experience supporting professional services clients (law firms preferred) with an ability to adapt communication to their environment.Personal Attributes:Highly organized, detail-oriented, and methodical in problem-solving.Able to independently resolve complex support issues with minimal supervision.Calm under pressure, resilient in managing demanding client situations.Strong cross-team collaborator, especially with Client Ops, Engineering, and Product.Understands Nexl’s target audience (lawyers, BD, and marketing professionals in law firms) and can adapt language and support style accordingly.Curious, resourceful, and eager to go beyond Tier 1 support, reducing unnecessary escalations.Life at NexlRemote-first. With Nexlers spread across EMEA, US, and APAC, we’re not bound by location. Work where you do your best thinking.ESOP. Employee stock options so you share in the upside.High growth. A scaling environment with autonomy, ownership, and visible impact.Tools & tech. Modern, AI-first ways of working to help you move faster and smarter, plus a work laptop.Birthday leave. Take a paid “Nexl Day” during the week of your birthday.Transparent by default. Fortnightly all-hands with strategy, metrics, wins, and learnings.Purposeful connection. Team offsites and meet-ups.Values-led culture. Guided by The Nexler Way, our values and operating principles that define who we are, how we work, and how we win together.Our Values Committed to Care – We genuinely care about the work we do and the industry we do it forHuman at the Core – Relationships and empathy guide everything we doDifferent with Purpose – We’re not afraid to stand out. We innovate boldly and deliberatelyEven if you don’t tick every box, if you’re excited about our mission, we’d love to hear from you.