Product Support Specialist, Opus 2

Institutions

Salary not provided

+ Loyalty Share Scheme

Python

Bash

Mid and Senior level

Edinburgh

London

3 days a week in office

Legal software & services

Be an early applicant

Legal software & services

201-500 employees

B2BData storageLegalCommunication

Be an early applicant

Salary not provided

+ Loyalty Share Scheme

Python

Bash

Mid and Senior level

Edinburgh

London

3 days a week in office

201-500 employees

B2BData storageLegalCommunication

Company mission

To design, develop, and deliver industry-leading solutions that transform the dispute lifecycle —empowering legal professionals to maximise the value they deliver to clients.

Job

Company

Role

Who you are

This role is advertised for London / Edinburgh - We will accept candidates local to each of these locations

What the job involves

As a Product Support Specialist - Institutions, you will act as the primary product expert and relationship manager for our Institutions client base
As a Product escalation role, you will provide advanced product guidance, ensure SLAs are met across all support interactions for institutions, and become a trusted advisor to client-side support teams
This role bridges client enablement and internal accountability
You’ll facilitate the delivery of tailored product training, manage ongoing client engagement through site visits and calls, and provide strategic feedback to Product Management
With deep knowledge of the Institutions solution, you’ll ensure our clients receive exceptional, proactive support while helping to shape the future of the product based on real-world use
Provide first and second-line technical support and product guidance via phone, email, and internal support portals to users of our legal technology solutions
Investigate and resolve escalated software issues, collaborating with QA, DevOps, and Engineering teams to ensure timely and effective fixes
Assist in developing automation tools and scripts (e.g., Python, Bash) to streamline support tasks and improve data integrity
Work directly with clients to understand their workflows and deliver tailored technical solutions that enhance product adoption and efficiency
Document and escalate bugs, feature requests, and client feedback with clear, actionable reporting to the appropriate internal teams
Support testing and validation of new product features, patches, and releases prior to deployment
Mentor and support junior team members by sharing knowledge, best practices, and technical expertise
Promote best practices and drive client engagement through proactive outreach, training, and solution optimization
Maintain accurate records of support interactions in the helpdesk or incident tracking system, ensuring thorough follow-up and resolution
Create and maintain user-friendly support materials including how-to guides, FAQs, and internal documentation
Identify recurring issues and collaborate with Product and Development teams to drive long-term improvements
Assist in delivering product training sessions and client demonstrations as needed
Ensure a high standard of professionalism and customer satisfaction in all support engagements

Our take

Documentation, clients and teams are all multifarious in legal proceedings, and therefore provide unique logistical problems. Opus 2 aims to meet the needs of the modern courtroom by providing digital solutions in an age of remote hearings.

The company provides e-bundles that seek to solve these problems. Whilst courtrooms may use existing video software to conduct hearings, Opus 2 integrates this software with other elements (such as data storage and documentation) in order to streamline the process and ultimately save time for everyone. The company offers virtual workspaces on a secure cloud platform, streamlining legal work for both lawyers and clients.

Opus 2 continually invests in developing its software in the UK and internationally and facilitates this by hiring new talent. A recent partnership with SeeUnity is set to help achieve this.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

13% employee growth in 12 months

Glassdoor (4.3)

Company

Company HQ

Holborn, London, UK

Leadership

Graham Smith-Bernal

(CEO)

Founded LiveNote, the world's most widely used litigation support tool, before starting Opus 2 in 2008.

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