EMEA Technical Platform Expert — AI Support & Adoption

Ironclad; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Private Medical & Dental insurance

Life assurance

Generous leave policies

Family-forming support via Maven

Monthly wellbeing & hybrid work stipen

Standard pension contribution

Team events

Opportunity to help build the company

Job summary

Ironclad is seeking a Technical Platform Expert to provide hands-on post-hypercare technical support for B2B SaaS customers in a London-hybrid role. You will troubleshoot AI-powered platform issues, document findings, and collaborate across Product, Engineering, Sales, and Professional Services to drive adoption and value realization.

You will leverage internal AI tools and strive to translate complex concepts into clear customer guidance, while advocating for customer needs to inform product

Qualifications

• 3+ years in a customer-facing, product-oriented role at a B2B SaaS company.
• Strong customer-first mindset and advocacy for customer needs.
• Able to troubleshoot complex product issues and translate into guidance for customers.
• Familiarity with generative AI concepts, LLMs, and AI-assisted support workflows.
• Excellent written and verbal communication; lead customer conversations and write clear assessments.
• Strong analytical and problem-solving skills; prioritise and escalate when needed.
• Organisational skills for managing competing priorities in a fast-paced environment.
• Experience collaborating cross-functionally with Product, Engineering, Sales, and Professional Services.
• Growth mindset and willingness to learn/apply AI to productivity.
• CLM or Legal Operations familiarity is a plus.

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 internal AI tools and knowledge bases to accelerate issue investigation and improve docs.
• Troubleshoot, reproduce, and document complex product issues; escalate with context.
• Guide customers on product functionality, AI capabilities, and best practices.
• Support onboarding, product adoption, health checks, and configuration reviews.
• Collaborate with Product, Engineering, Sales, and Professional Services to resolve issues.
• Translate technical concepts for non-technical stakeholders with clear recommendations.
• Advocate for customer needs internally to reflect real-world use in product.
• Stay aligned with the product roadmap and communicate upcoming capabilities.

Skills

3+ years in customer-facing role

Customer-first mindset

Troubleshooting complex product issues

Generative AI familiarity

Excellent communication

Analytical & problem-solving

Organisational skills

Cross-functional collaboration

Growth mindset & learning

Salesforce Service Cloud familiarity

Zendesk familiarity

CLM / Legal Ops familiarity (a plus)

Tools

Salesforce Service Cloud

Zendesk

Job description

Ironclad is seeking a Technical Platform Expert to provide hands-on post-hypercare technical support for B2B SaaS customers in a London-hybrid role. You will troubleshoot AI-powered platform issues, document findings, and collaborate across Product, Engineering, Sales, and Professional Services to drive adoption and value realization.

You will leverage internal AI tools and strive to translate complex concepts into clear customer guidance, while advocating for customer needs to inform product