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.

The Opportunity

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.

What You'll Own & Do

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

What We're Looking For

Must Haves

Nice to Haves

Personal Attributes

Life at Nexl

Our Values

Even if you don’t tick every box, if you’re excited about our mission, we’d love to hear from you.

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