Technical Support Engineer - Summize

We’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.

As a Technical Support Engineer, you will be a key technical point of contact within our Global Support Team. You will own customer issues end-to-end, dig into code and API-level problems, and help deliver consistently high-quality service to every customer.

This is a hands-on technical role ideal for someone early in their career who enjoys solving technical problems, learning quickly, and growing into deeper technical ownership over time.

Customer Support & Resolution

Own 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 & Collaboration

Investigate 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 Contribution

Build 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 & Enablement

Create 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.

Some 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.