EMEA Technical Support Engineer - Hybrid (London)

Ironclad; Greater London; Hybrid; GBP 50,000 - 75,000; Full time

Benefits offered by this job

Private Medical & Dental insurance

Life assurance and Income Protection

Generous leave policies

Family-forming support through Maven

Monthly wellbeing and hybrid-work stip

Standard pension contribution

Regular team events

Opportunity to help build the company

Job summary

Ironclad is the leading AI contracting platform that helps transform agreements into assets and accelerate contracts. The Customer Value team delivers exceptional post-deployment support to ensure customers derive meaningful value from Ironclad.

As a Technical Support Engineer, EMEA, you will be a trusted contact for technical inquiries, diagnosing issues and driving resolution with deep product knowledge and empathy. London-based hybrid work requires in-person collaboration twice weekly.

Qualifications

• 2+ years of experience in customer service, technical support, or a related customer-facing role.
• Strong technical aptitude and exceptional written and verbal communication skills.
• Empathetic, customer-first mindset with a demonstrated commitment to advocating for customers.
• The ability to prioritise effectively and manage competing requests with sound judgement.
• Excellent troubleshooting, analytical, and problem-solving skills.
• A proven ability and enthusiasm for working cross-functionally.
• A collaborative, team- and goal-oriented approach, with a focus on high-quality execution, strong ownership, and low ego.
• Basic familiarity with Service Cloud or another customer service/support platform.
• The unrestricted right to work in the United Kingdom.

Responsibilities

• Provide responsive, thoughtful, high quality technical support to new and existing customers via email, chat and phone.
• Investigate, troubleshoot, replicate, and resolve product issues and answer How-To questions.
• Partner cross-functionally with Account Executives and other internal teams to create a seamless post deployment customer experience.
• Identify recurring customer questions and knowledge gaps, then partner with Technical Writers to improve Help Center content and other support resources.
• Translate customer feedback and support trends into actionable insights that inform product improvements, roadmap decisions, and broader customer experience.
• Deliver a proactive, white glove support experience by anticipating customers' likely follow up questions, identifying potential downstream issues, and providing clear guidance, relevant context, and defined next steps.
• Identify opportunities to improve support workflows, triage practices, and the process for evaluating product feedback and enhancement requests.
• Use AI thoughtfully to streamline support processes, improve response quality, and reduce ticket handle time while maintaining a high standard of customer care.

Skills

Customer support

Technical aptitude

Written communication

Verbal communication

Empathy

Cross-functional

Troubleshooting

Service Cloud familiarity

UK work eligibility

Tools

Service Cloud

Job description

Ironclad is the leading AI contracting platform that helps transform agreements into assets and accelerate contracts. The Customer Value team delivers exceptional post-deployment support to ensure customers derive meaningful value from Ironclad.

As a Technical Support Engineer, EMEA, you will be a trusted contact for technical inquiries, diagnosing issues and driving resolution with deep product knowledge and empathy. London-based hybrid work requires in-person collaboration twice weekly.