EMEA Technical Platform Expert | AI-Driven Support (Hybrid)

Ironclad, Inc.; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Private Medical & Dental insurance

Life assurance and Income Protection

Generous leave and pension

Job summary

Ironclad, Inc. in London is seeking a Technical Platform Expert (Support) to provide end-to-end technical assistance and post-implementation guidance for the Ironclad platform.

You will troubleshoot product issues, own cases through resolution, and collaborate with Product and Engineering to drive adoption and value for customers. This is a hybrid London role requiring in-office presence several days a week. Previous SaaS support experience and a strong communication skillset are essential.

Qualifications

• 3+ years in a customer-facing, product-oriented role at a B2B SaaS company.
• Strong customer-centric mindset and ability to translate complex concepts for non-technical stakeholders.
• Experience troubleshooting AI-powered features and workflows.

Responsibilities

• Provide post-hypercare and ongoing technical support to customers to drive early adoption and value realization.
• Troubleshoot, reproduce, and document complex product issues, including AI features; escalate with context.
• Guide customers on product functionality, configuration, and best practices to maximize platform value.

Skills

Customer-facing experience

SaaS technical support

Troubleshooting complex product issues

AI & generative AI concepts

Excellent communication

Cross-functional collaboration

Tools

Salesforce Service Cloud

Zendesk

Job description

Ironclad, Inc. in London is seeking a Technical Platform Expert (Support) to provide end-to-end technical assistance and post-implementation guidance for the Ironclad platform.

You will troubleshoot product issues, own cases through resolution, and collaborate with Product and Engineering to drive adoption and value for customers. This is a hybrid London role requiring in-office presence several days a week. Previous SaaS support experience and a strong communication skillset are essential.