EMEA Technical Support Engineer — Hybrid (London)

Ironclad

Greater London

Hybrid

GBP 35,000 - 55,000

Full time

3 days ago

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Benefits offered by this job

Dental & vision insurance

401K

Wellness reimbursement

Flexible vacation

Parental leave

Work from home opportunities

Health insurance

Job summary

Ironclad is seeking a Technical Support Engineer for the EMEA region, based in or around London. This hybrid role requires in-office attendance at least twice a week to collaborate and connect with the team, with additional in-office days for events.

You will diagnose issues and provide proactive, high-quality technical support to customers via email, chat and phone. You will work cross-functionally to improve the Help Center and inform product improvements, while using AI to streamline

Qualifications

2+ years of experience in customer service or technical support.
Strong troubleshooting, analytical and problem-solving skills.
Excellent written and verbal communication, with a customer-first mindset.

Responsibilities

Provide responsive technical support to customers via email, chat and phone.
Investigate, troubleshoot, replicate, and resolve product issues.
Collaborate with Account Executives and internal teams to ensure a seamless post-deployment experience.
Identify knowledge gaps and work with Technical Writers to improve Help Center content.
Translate feedback into actionable product improvements and roadmap input.
Use AI to streamline workflows while maintaining high-quality customer care.