Technical Support Engineer

Nexl is the fast-growing LegalTech startup on a mission to elevate the business of law. Our platform is purpose-built for law firms, and brings together CRM, collaboration, and client intelligence in one solution — empowering lawyers, marketers, and BD teams to deepen relationships, accelerate growth, and win more high-value work. We’re backed by top global VCs, recognised as one of Australia’s fastest-growing tech companies, and expanding rapidly across APAC, the US, LATAM, and Europe, and we’re only just getting started. We are seeking a Technical Support Engineer to join our global Client Services organisation, working as part of the Client Operations team. This role is the first line of defence for client support queries, responsible for resolving issues quickly, triaging effectively, and ensuring a smooth client experience. You’ll work closely with colleagues across Client Operations and Customer Success, Engineering, and Product to maintain service excellence and deliver consistent value to our law firm clients worldwide, while also leveraging AI-assisted support tools to improve efficiency, documentation, and client communication. The right candidate will be detail-oriented, technically adept, and comfortable owning client support interactions end-to-end — from first response through to resolution or escalation, including coding. Job Requirements Must-Haves Proven track record in technical support or related roles within SaaS or enterprise platforms. Hands-on experience with ticketing systems (Intercom, JIRA, Zendesk, or similar). Integrations & APIs (validating workflows, testing API endpoints with Postman/cURL, debugging sync issues). Excellent written and verbal communication skills for client-facing and internal collaboration. Sufficient understanding of React & TypeScript (Frontend), Ruby on Rails, and Python to assist in troubleshooting or escalate effectively to Engineering. Nice to Haves Familiarity with logging & monitoring tools (e.g., Kibana, Datadog) for error investigation. Experience using or openness to adopting AI-assisted support tools and automation workflows . Prior experience supporting professional services clients (law firms preferred) with an ability to adapt communication to their environment. Job Responsibilities Client Support & Ticket Management Be the first line of support for all client queries through Intercom and other support channels. Manage support tickets with professionalism, accuracy, and timeliness. Keep clients informed and up to date on progress in line with SLA commitments. Accurately triage, categorize, and assign issues in JIRA. Escalate Tier 2+ technical issues to the appropriate internal teams with clear reproduction steps and documentation. Create, maintain, and improve SOPs, troubleshooting guides, and knowledge base articles. Leverage AI-powered support tools to enhance response accuracy, documentation, and resolution workflows. Documentation & Knowledge Base Create, maintain, and improve SOPs, troubleshooting guides, and knowledge base articles. Document new issues and resolutions to reduce time-to-resolution at scale. Help establish best practices for repeatable, efficient client support. Life at Nexl Remote-first – With Nexlers all around the world, we’re not bound by location. Work where you do your best thinking, whether that be in the comfort of your home, in a cafe, or a co-working space. Flexibility isn’t just a perk here, it’s how we work. Employee Stock Options – We believe in shared success. With options, when Nexl grows, you share in the upside High-growth – Autonomy, purpose, and continuous learning come standard here. You’ll be surrounded by great people doing great work. Transparent by default – With fortnightly all-hands, you’ll always know our purpose and where we’re headed. We openly share wins, learnings, and progress so everyone has clear sight into strategy, growth, and shared goals. Values-led culture – We’re guided by clear principles and values that shape how we work, make decisions, and support each other every day. Our Values Committed to Care – We genuinely care about the work we do and the industry we do it for Human at the Core – Relationships and empathy guide everything we do Different with Purpose – We’re not afraid to stand out. We innovate boldly and deliberately Even if you don’t tick every box, if you’re excited about our mission, we’d love to hear from you. #J-18808-Ljbffr