Draftable – Technical Customer Support Specialist (UK / Ireland) at Affinda Group

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Full Time

Start Date

Immediate

Expiry Date

08 Mar, 26

Salary

55000.0

Posted On

08 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Support, Troubleshooting, Desktop Software, Communication, Documentation Writing, AI Tools, Zendesk, Jira, HubSpot, API, Linux, Legal Technology, Problem Solving, Empathy, Customer Success

Industry

Software Development

Description

About Draftable Draftable is building the next generation of document drafting tools for lawyers. We're part of Affinda Group, a founder-led global AI company based in Melbourne, Australia. Since launching our first legal product in 2023, over 1,000 law firms and legal teams globally have adopted our product, including leading firms like Mills & Reeve and Brodies. We're growing revenue at well over 100% year-on-year, with 95%+ CSAT score and negligible churn. Our flagship document comparison product already matches or exceeds incumbent tools – and it's just the foundation for a broader product suite we're actively building. Our ambition is to become the leading provider of document drafting solutions for lawyers, and the most loved software in a lawyer's toolkit. The role We're looking for a Technical Customer Support Specialist to join our team and provide additional support coverage for our EMEA customers. This is a hands-on role for someone who loves solving technical problems and helping customers succeed. You'll be the first point of contact for our EMEA customers, working closely with our EMEA based product and development team members to ensure issues are resolved and feedback is captured. What makes this role compelling Excellent career opportunity: Join an established regional team in a fast-growing global company with opportunities to grow your career. Deliver incredible support: We believe our customers deserve the absolute best. Our whole team takes pride in looking after them properly. People-first culture: Join a collaborative, low-turnover team where people genuinely support each other and care about the work. Smart tools, human heart: Work with AI tools to enhance (not replace) what humans do best: genuine care, empathy, and thoughtful problem-solving. Why now Draftable is growing rapidly, particularly across EMEA. Our customer base in the region is expanding, and we require additional support expertise to continue to deliver fantastic outcomes for our customers. For someone looking to grow their support career in a fast-paced environment, this is a rare opportunity: a product customers love, a company investing in growth, and the chance to make a real impact from day one. You will: Provide first-line technical support to customers via email, our customer support ticketing system (Zendesk), and getting on video calls with customers Work with both pre-sales and post customers, and provide quality support on both ends of the customer journey Diagnose technical issues, collect relevant information, and guide customers through resolution steps or workarounds, join customer calls for sales demonstrations and answer on the spot support questions Create, maintain, and improve knowledge base articles and customer documentation Raise and document bugs to the development team with clear reproduction steps Capture and communicate feature requests and product improvement ideas to the product team Support customer pilots and deployment journeys in coordination with the sales team What you'll bring First and foremost, you're someone who genuinely cares about people. You're empathetic, honest, and helpful. You take ownership of customer problems and work patiently to find the right solution, not just the quick one. You're the kind of person who gets real satisfaction from helping someone solve a frustrating problem. Essential: Character: Caring, conscientious, and selfless. You genuinely want to solve problems for others and take pride in delivering exceptional support. Experience: 5+ years in a technical support role, supporting software products. Demonstrated ability to troubleshoot complex technical issues and guide customers through resolution. Desktop software expertise: In a world where most software has moved to cloud-based SaaS, you have experience with desktop applications. You're comfortable with Windows registry, group policy, MSI installers, and enterprise software deployment. Communication: Excellent written and verbal skills. You can explain technical concepts clearly to non-technical users and provide clear advice on how to resolve issues. Documentation writer: Competency in writing clear documentation that actually helps people. This can range from technical explanations of our products, how to guides and troubleshooting articles. Nice to have: Experience using AI to perform various tasks that help you be more effective within your role Familiarity with support tools like Zendesk, Jira, HubSpot, Loom, or Mintlify API experience – understanding of REST APIs and ability to troubleshoot API-related issues Linux/command line experience. Have performed deployment of containers/instances Experience in legal technology or document management software (Products like iManage, NetDocuments, etc.) Compensation & location Compensation: Base salary: GBP 40,000 – 55,000 (depending on experience), including benefits Location: Remote, UK and Ireland EMEA focus with collaboration across global teams How to apply Submit in PDF format: Your CV and a cover letter We're committed to fostering an inclusive workplace and welcome applications from all qualified individuals. We do not respond to unsolicited contact from recruitment agencies.

Responsibilities

Provide first-line technical support to customers and work closely with the EMEA product and development teams. Diagnose technical issues, guide customers through resolutions, and maintain customer documentation.