Technical Platform Expert, AI Support — EMEA

Jackalope Digital LLC; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Private Medical & Dental insurance

Life assurance & Income protection

Generous leave policies

Monthly wellbeing/hybrid stipends

Standard pension contribution

Regular team events

Job summary

Ironclad is seeking a Technical Platform Expert in the UK to deliver end-to-end consultative guidance and technical support that helps customers maximize value from the Ironclad platform. You will drive adoption, optimize configurations, and resolve advanced product issues with AI-assisted tooling.

You will translate complex concepts for stakeholders and collaborate with Product, Engineering, and Services to improve outcomes.

Qualifications

• 3+ years in a customer-facing, product-oriented role at a B2B SaaS company.
• Strong written and verbal communication with customers and internal teams.
• Familiarity with generative AI concepts, LLMs, and AI-assisted support workflows.

Responsibilities

• Provide post-hypercare support to customers after initial implementation.
• Deliver high quality post-hypercare technical support to new and existing customers.
• Leverage AI tools and knowledge systems to accelerate issue investigations and improve documentation.
• Troubleshoot, reproduce, and document complex product issues, including AI-powered features, escalating bugs with context.
• Guide customers on product functionality, configuration, AI capabilities, and best practices.
• Support onboarding, product adoption, health checks, and configuration reviews with consultative guidance.
• Collaborate cross-functionally with Product, Engineering, Sales, and Professional Services to resolve issues and influence improvements.
• Translate technical concepts for non-technical stakeholders and provide customer-facing recommendations.
• Advocate for customer needs internally to reflect real-world use and future roadmap awareness.

Skills

3+ years experience

Customer-facing

B2B SaaS

AI concepts

LLMs

Communication

Analytical thinking

Cross-functional collaboration

Sales/PS collaboration

Troubleshooting

Growth mindset

Searchable documentation

Job description

Ironclad is seeking a Technical Platform Expert in the UK to deliver end-to-end consultative guidance and technical support that helps customers maximize value from the Ironclad platform. You will drive adoption, optimize configurations, and resolve advanced product issues with AI-assisted tooling.

You will translate complex concepts for stakeholders and collaborate with Product, Engineering, and Services to improve outcomes.