AI-Driven Technical Platform Specialist, EMEA

Academic Key; Greater London; Híbrido; GBP 60.000 - 85.000; Jornada completa

Descripción de la vacante

Ironclad is seeking a Technical Platform Expert, Support, EMEA in London to deliver end-to-end consultative guidance and technical support that helps customers adopt and maximize the Ironclad platform. The role combines customer-success focus with deep technical problem-solving, leveraging AI tools to accelerate resolutions.

Hybrid role with attendance in the London office at least twice a week; initial focus on hands-on technical support and onboarding, with opportunities to expand into

Formación

• 3+ years in a customer-facing, product-oriented role at a B2B SaaS company.
• Strong technical aptitude with ability to troubleshoot complex product issues including AI-powered features.
• Familiarity with generative AI concepts, large language models (LLMs), prompt engineering fundamentals.

Responsabilidades

• Provide post-hypercare support to customers after initial implementation.
• Leverage internal AI tools to accelerate issue investigation and improve documentation.
• Troubleshoot, reproduce, and document complex product issues, escalating bugs with context.
• Guide customers on product functionality, configurations, and best practices to maximise value.
• Collaborate with Product, Engineering, Sales, and Professional Services to resolve issues and influence improvements.
• Translate technical concepts for non-technical stakeholders and advocate for customer needs.

Conocimientos

3+ years customer-facing experience

B2B SaaS

Technical support

AI/LLM familiarity

Excellent communication

Descripción del empleo

Ironclad is seeking a Technical Platform Expert, Support, EMEA in London to deliver end-to-end consultative guidance and technical support that helps customers adopt and maximize the Ironclad platform. The role combines customer-success focus with deep technical problem-solving, leveraging AI tools to accelerate resolutions.

Hybrid role with attendance in the London office at least twice a week; initial focus on hands-on technical support and onboarding, with opportunities to expand into