Customer Support Engineer – LegalTech Startup UK in Columbus
Career & Market Insight
This Customer Support Engineer role at Phaselaw sits at an exciting intersection of technical support, product development, and customer success — making it ideal for professionals who want breadth of experience early in their careers.
Compensation: £35,000–£45,000 is on the lower-to-mid range for a technical support engineer in London/UK tech (market benchmark is typically £40,000–£60,000 for mid-level). However, the equity upside at a fast-growing Seed startup with strong founder pedigree (Chartbeat exit, MIT spinoff) could compensate for below-market base salary.
Skills you'll develop:
- AI-powered support tooling and automation — a highly marketable, in-demand skill set
- eDiscovery and legal tech domain knowledge, a niche with growing enterprise demand
- Cross-functional collaboration with CTO-level leadership
- QA, bug triage, and light coding — a bridge toward engineering roles
Green flags: Direct CTO reporting line, genuine ownership at Seed stage, founders with proven exits, and an explicit culture of ethics and inclusion. The role is explicitly positioned as a launchpad into broader technical or customer-facing growth paths.
Red flags to watch: "High-ownership" at a very early startup can mean long hours and undefined scope. Confirm headcount and support infrastructure before joining. The salary range, while reasonable, should be evaluated against equity offered.
Best suited for someone 1–3 years into their tech career looking to accelerate rapidly.
Location: United Kingdom
Type: Full-time
Salary: £35,000–£45,000
About Phaselaw
Phaselaw is the leading eDiscovery platform for in-house legal and privacy teams. We save teams thousands of hours with tools for document production and redaction. We're a Seed stage startup but are already working with some of the largest companies in the world and are more than doubling the business every quarter.
The Role
We're looking for a Customer Support Engineer to help us support our growing customer base in the UK and Europe. You'll report directly to our CTO and work closely with our entire team to ensure our customers are getting the most out of our products. This is a high-ownership, high-impact, high-growth role where you'll directly shape the future of the business and will have the opportunity to build out how we support our customers going forward. You'll touch every part of the customer lifecycle and have opportunities to grow in both customer-facing and technical directions.
What You'll Do
- Be the first line of defense for customer tickets and questions
- Build scalable, AI-enabled systems for customer support
- Channel customer feedback to our product development team
- Create educational resources for our customers
- Assist with bug fixing and QA
What We're Looking For
- Proven interest in learning and teaching: You'll be educating customers every day and learning about our product and technical systems.
- A passion for software products and an interest in diving into the technical weeds on them.
- Excellent written and spoken communication skills to enable you to communicate well with customers.
- Ability to juggle multiple priorities across competing customer requests.
- Interested in the sort of rapid growth that only early-stage startups can provide.
- Extreme ownership and attention to detail — you're a person who never drops balls.
- Coding knowledge and interest in growing your coding skills.
- A bias for action: you ship fast and iterate based on feedback.
- (Optional) Knowledge of the Privacy or Legal fields.
Why Join Us?
- Impact: Your work will directly shape the future of the company.
- Growth: High ownership, deep collaboration with company leadership and customers. Potential to grow into new roles and scopes as the company grows.
- Speed: We move fast, ship often, and value autonomy.
- Culture: Our team is kind, collaborative, inquisitive, and inclusive — and we want to keep it that way. We have high standards for quality and ethics, and help each other learn in order to reach our objectives. We think technology is best built by teams with a diversity of background, thought, and experience.
👒 Every team member is a human first, and we strive to create a culture and environment that supports your career goals and respects all of the hats you wear in life, not just the ones that earn you a paycheck.
Our Team
We were founded in 2023 by SaaS and data experts. Josh (CEO) led Chartbeat as CTO to $70M+ ARR and exit. David (CTO) led product at Cortico (MIT spinoff) from 0 to 1.
Frequently Asked Questions
Is this Customer Support Engineer role fully remote or office-based?
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