EMEA Technical Support Engineer – Hybrid (London)

Ironclad, Inc.; Greater London; Hybrid; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Private Medical & Dental insurance

Life assurance

Generous leave policies

Maven family-forming support

Wellbeing stipend

Hybrid work stipend

Pension scheme

Team events

Job summary

Ironclad, Inc. is seeking a Technical Support Engineer, EMEA, based in London for a hybrid role. You will be a trusted contact for technical support, using deep product knowledge to diagnose issues and drive resolutions.

You'll collaborate with Account Executives and internal teams, translate feedback into actionable insights, and deliver proactive white-glove support while identifying recurring questions. Office attendance is required at least twice a week.

Qualifications

• 2+ years in customer service or technical support.
• Strong technical aptitude and communication skills.
• Empathetic, customer-first mindset.
• Ability to prioritise and manage competing requests.
• Excellent troubleshooting and problem-solving skills.
• Collaborative and cross-functional mindset.
• Team-oriented with ownership and low ego.
• Basic familiarity with Service Cloud or similar platform.
• The unrestricted right to work in the United Kingdom.

Responsibilities

• Provide responsive technical support via email, chat, and phone.
• Investigate, troubleshoot, replicate, and resolve product issues.
• Partner with Account Executives and internal teams for a seamless post-deployment experience.
• Improve Help Center content and other support resources.
• Translate customer feedback into actionable product insights.
• Deliver proactive white-glove support with clear guidance and next steps.
• Identify opportunities to improve support workflows and triage.
• Use AI to streamline processes while maintaining high customer care standards.

Skills

Customer service

Technical support

Written communication

Verbal communication

Empathy

Cross-functional collaboration

Troubleshooting

Prioritisation

Service Cloud familiarity

Right to work UK

Tools

Service Cloud

Job description

Ironclad, Inc. is seeking a Technical Support Engineer, EMEA, based in London for a hybrid role. You will be a trusted contact for technical support, using deep product knowledge to diagnose issues and drive resolutions.

You'll collaborate with Account Executives and internal teams, translate feedback into actionable insights, and deliver proactive white-glove support while identifying recurring questions. Office attendance is required at least twice a week.