EMEA Technical Platform Expert AI-Driven Support

ironcladhq; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Private Medical & Dental insurance

Life insurance & Income protection

Generous leave policies

Pension contribution

Hybrid work stipend

Team events

Job summary

Ironclad is seeking a Technical Platform Expert, Support to provide hands‑on technical assistance, troubleshoot product issues, and guide customers in adopting the Ironclad platform. The role focuses on post‑hypercare support, using internal AI tools to accelerate resolutions and improve documentation.

You will collaborate with Product and Engineering while working from London hybrid offices at least twice weekly.

Qualifications

• 3+ years in a customer‑facing, product‑oriented role at a B2B SaaS company.
• Strong technical aptitude to troubleshoot complex product issues including AI features.
• Familiarity with generative AI concepts, LLMs, and AI‑assisted support workflows.
• Excellent written and verbal communication with experience leading customer conversations.

Responsibilities

• Provide post‑hypercare support to drive early adoption and value realization.
• Deliver high quality post‑hypercare technical support to new and existing customers.
• Leverage AI tools to accelerate investigation, documentations, and support experience.
• Troubleshoot and document complex product issues and escalate bugs with context.

Skills

Customer‑facing role

Technical problem solving

AI concepts familiarity

Clear communication

Cross‑functional collaboration

Analytical thinking

Sales/CS alignment

Product knowledge

Tools

Salesforce Service Cloud

Zendesk

Job description

Ironclad is seeking a Technical Platform Expert, Support to provide hands‑on technical assistance, troubleshoot product issues, and guide customers in adopting the Ironclad platform. The role focuses on post‑hypercare support, using internal AI tools to accelerate resolutions and improve documentation.

You will collaborate with Product and Engineering while working from London hybrid offices at least twice weekly.