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Application Support Engineer at Lawhive. Remote Location: London HQ. We’re on a mission to make sure . everyone has access to the law.. Lawhive is an online platform for consumers and small businesses to get legal help for a fraction of the cost of a law firm. Our platform combines regulated human lawyers collaborating alongside the . world’s first AI lawyer. , specifically built for consumer legal work.. Equal access to the law is one of the biggest and most pressing unsolved problems in society today. . We’re passionate about leveling the playing field . and believe access to the law should be a basic utility in society.. Our AI lawyer Lawrence is built on top of our own fine tuned LLM and recently passed the UK’s bar exam equivalent.. We’re backed by some of the top US and UK VC funds including Google Ventures, Balderton Capital and TQ Ventures. We recently secured a. $40M Series A . funding round to facilitate international expansion and to grow our team, representing one of the five largest Series A rounds in Europe for 2024.. The Role. We’re looking for a sharp, technically-minded . Application Support Engineer. to support our internal teams, unblock users, and keep the platform running smoothly.. You’ll sit at the intersection of engineering, legal ops, customer support, and product. Your job is to make sure the team has eyes on issues before they snowball, that people get fast, reliable help when things break or behave oddly, and that we’re continuously improving how support is delivered across the business.. This isn’t a traditional IT support or devops role — it’s about product context, system understanding, and being the glue between technical and non-technical teams. You’ll handle weird edge cases, explain how product features work (or don’t), and help us level up how we support users — both lawyers and clients — in real time.. What You'll Be Doing. Technical triage & support:. Be the first point of contact for issues such as platform bugs, case flow glitches, or client-facing problems. Internal support partner:. Work closely with legal ops, customer success, and the product team to help explain product logic and unblock user issues. Bug reporting & escalation:. Capture reproduction steps, user impact, and context for any issues needing escalation to engineers. Documentation & knowledge base:. Own and update internal runbooks, tooling guides, and product FAQs so that others can self-serve. Pre-release testing:. Assist in QA of major new features - running exploratory tests, validating assumptions, and spotting inconsistencies. Pattern spotting:. Identify recurring friction points or bugs, suggest fixes or workarounds, and help shape future improvements. Process building:. Help define and evolve our support tooling, processes, and metrics as we scale into new markets. Incident Coordination. : Support our incident management process during business hours; coordinate internal comms, log actions, and support resolution follow-up. What We’re Looking For. 2+ years in application support, QA, product ops, or similar cross-functional technical roles. Working knowledge of . SQL. , . terminal tools. , APIs, logs, and basic scripting or automation. Familiarity with how modern web apps work (we use . React, TypeScript, Node.js, tRPC, Prisma, PostgreSQL). Experience using or supporting internal tooling or admin UIs. Tech curious mindset**,** you want to understand how things work, not just follow a runbook. Communicate clearly and empathetically, especially when explaining complex technical issues to non-technical stakeholders. Comfortable operating independently across product and ops teams in a high-trust environment. Calm under pressure - methodical, reliable, and good at following up loose ends. Process-aware but happy to work in ambiguity and build systems where none exist. Bonus Points. Experience with observability tools we use (e.g. . Sentry. ). Familiarity with AI tooling (e.g. prompt workflows, API integrations, OpenAI, Claude). Comfortable reading JavaScript/TypeScript code when needed. Prior experience supporting systems in legal tech, fintech, or other regulated verticals. Experience writing lightweight scripts or synthetic tests. Familiarity with our dev stack (Vercel, Postgres, tRPC, Prisma, LangChain). Working Hours & Location. UK-based. , with . US business hours overlap: 3pm–12am GMT. This is a remote-first role — optional in-person meetups or team sessions when it makes sense. You’ll provide responsive support during US business hours, as we expand our user base there and help shape how this function evolves. We know this isn’t for everyone - but for the right person, it’s a great opportunity to take ownership of a crucial function with a wide surface area.. Benefits. ✈️ 34 Holidays (25 days annual leave + your birthday off + bank hols in England). 💰 Equity (Share Options). 💰 Pension. ⛳️ Regular team building activities, socials, and annual retreat!. 💷 20% off legal fees through Lawhive