AI-Driven Technical Platform Expert — EMEA Support

Ironclad; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Ironclad, a leading AI contracting platform, seeks a Technical Platform Expert to provide consultative, end-to-end technical support post-implementation. You will leverage AI tools, troubleshoot complex issues, and translate technical concepts for customers while collaborating with Product, Engineering, and Sales to maximize platform value.

You will guide customers on configuration, AI capabilities, and best practices, ensuring successful adoption and ongoing value realization across parallel

Qualifications

• 3+ years in a customer-facing, product-oriented role at a B2B SaaS company.
• Customer-first mindset, advocating for customer goals and outcomes.
• Strong technical aptitude to troubleshoot complex product issues including AI features.
• Familiar with generative AI concepts, LLMs, prompt engineering fundamentals.
• Excellent written and verbal communication, leading customer conversations.
• Ability to translate technical concepts for non-technical stakeholders.
• Strong analytical and problem-solving skills; able to prioritize and escalate appropriately.
• Strong organizational skills to manage competing priorities in a fast-paced environment.
• Experience collaborating cross-functionally with Product, Engineering, Sales, and Professional Services.

Responsibilities

• Provide post-hypercare support to customers after initial implementation.
• Deliver high-quality post-hypercare technical support.
• Leverage internal AI tools to accelerate issue investigation and improve docs.
• Troubleshoot and document complex product issues, escalate to Engineering.
• Guide customers on product functionality, configuration, and AI capabilities.
• Support onboarding, product adoption, and configuration reviews with consultative guidance.
• Collaborate cross-functionally to resolve complex issues and influence product improvements.
• Translate technical concepts for non-technical stakeholders with clear recommendations.
• Maintain understanding of the product roadmap and position upcoming capabilities for customers.

Skills

3+ years experience

Customer-first mindset

Technical troubleshooting

Generative AI concepts

LLMs / prompt engineering

Strong communication

Translate technical concepts

Analytical thinking

Cross-functional collaboration

Ownership & prioritization

Job description

Ironclad, a leading AI contracting platform, seeks a Technical Platform Expert to provide consultative, end-to-end technical support post-implementation. You will leverage AI tools, troubleshoot complex issues, and translate technical concepts for customers while collaborating with Product, Engineering, and Sales to maximize platform value.

You will guide customers on configuration, AI capabilities, and best practices, ensuring successful adoption and ongoing value realization across parallel