Technical Support Engineer

Technical Support EngineerWe're Summize, an ambitious legal tech scale-up based in the US and UK, working with businesses all over the globe. Our mission is simple, to get entire businesses working faster and smarter with contracts. We're a growing team making big things happen out of HQs in Manchester, UK, Boston and San Diego, US and we're not stopping! Following our recent $50 Million Series B investment we're looking for forward-thinkers, innovators and problem solvers to join our dynamic team as we enter our next growth phase.Role ResponsibilitiesCustomer Support & ResolutionOwn and resolve a high volume of support tickets across multiple channels, meeting or exceeding SLAs for response and resolution.Troubleshoot and diagnose technical issues, including configuration, integrations, and product behavior.Represent the Summize Support Team, delivering gold standard customer service and acting as an extension of Customer Success, Implementation, and Development.Escalate complex issues with clear, well-documented context when needed.Technical Debugging & CollaborationInvestigate issues hands-on - reading logs, reproducing bugs, and debugging problems at the code and API level.Recreate complex issues, documenting clear reproduction steps and providing high-quality data to the Development team.Partner with Development to verify bug fixes and test new features, ensuring product reliability and quality.Use tools such as Postman or curl to test and troubleshoot API requests.Learning & Team ContributionBuild product and technical knowledge quickly, learning from senior engineers and applying best practices.Share useful findings and contribute to a culture of learning, quality, and continuous improvement.Help onboard and support peers as you grow in the role.Process Improvement & EnablementCreate and maintain help articles, FAQs, troubleshooting guides, and self-service support content.Spot recurring issues and surface trends to product and engineering to help reduce future ticket volume.Contribute ideas that drive support efficiency, scalability, and customer satisfaction.What We're Looking ForSome previous technical support, QA, or similar customer-facing technical experience (within SaaS or enterprise software is preferred) however strong recent graduates with solid technical fundamentals are also welcome to apply.Familiarity with REST APIs and tools such as Postman or Curl for testing and debugging requests.Strong analytical and problem-solving skills, with the ability to break down technical challenges.Excellent written and verbal communication skills, with the ability to translate complex concepts into clear, user-friendly guidance.Customer-centric mindset with a passion for delivering exceptional experiences.Desirable Skills & ExperienceFamiliarity with tools such as HubSpot, Azure DevOps, HaloCRM, or similar systems is desirable.What We Offer26 days' vacation plus flexible public holidays (increasing by one day per year of service, up to 30 days)Private healthcare, dental and vision insuranceEmployee Retirement Plan (401k) with matchingGroup Life Insurance benefitAccess to discounts on travel, electronics, fashion, fitness, and moreRich learning and development opportunities supported through our Growth Mindset FundSeaport-based offices with fantastic perks, including a fully stocked fridge, soft drinks and snacksWork from anywhere policy following one year of employmentEmployee share option schemeRegular social activities and eventsThe opportunity to be part of one of Boston's most exciting tech scale-upsBase salary range listed represents what Summize reasonably expects to pay for this position at the time of posting. Final compensation will be determined based on a number of factors including skills, experience and location. Total compensation may also include performance-based bonus/commission, equity and a comprehensive benefits package.We understand the value of having a diversity of identities, backgrounds and thinking within our company so we're open to hearing from applicants who don't yet tick all the boxes. If that's you, please accompany your application with a short summary explaining how you'd close the gap on the skills you don't yet have.Looking for a role where you can really make a difference? We'd love to hear from you and tell you more about this exciting opportunity at Summize.