Technical Platform Expert, Support, EMEA

ironcladhq

Greater London

Hybrid

GBP 70,000 - 100,000

Full time

14 days+

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Benefits offered by this job

Private Medical & Dental insurance

Life insurance & Income protection

Generous leave policies

Pension contribution

Hybrid work stipend

Team events

Job summary

Ironclad is seeking a Technical Platform Expert, Support to provide hands‑on technical assistance, troubleshoot product issues, and guide customers in adopting the Ironclad platform. The role focuses on post‑hypercare support, using internal AI tools to accelerate resolutions and improve documentation.

You will collaborate with Product and Engineering while working from London hybrid offices at least twice weekly.

Qualifications

3+ years in a customer‑facing, product‑oriented role at a B2B SaaS company.
Strong technical aptitude to troubleshoot complex product issues including AI features.
Familiarity with generative AI concepts, LLMs, and AI‑assisted support workflows.
Excellent written and verbal communication with experience leading customer conversations.

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 AI tools to accelerate investigation, documentations, and support experience.
Troubleshoot and document complex product issues and escalate bugs with context.

Skills

Customer‑facing role

Technical problem solving

AI concepts familiarity

Clear communication

Cross‑functional collaboration

Analytical thinking

Sales/CS alignment

Product knowledge

Tools

Salesforce Service Cloud

Zendesk

Job description

Ironclad is the leading AI contracting platform that transforms agreements into assets. Contracts move faster, insights surface instantly, and agents push work forward, all with you in control. Whether you’re buying or selling, Ironclad unifies the entire process on one intelligent platform, providing leaders with the visibility they need to stay one step ahead. That’s why the world’s most transformative organizations, from Rivian to the World Health Organization and the Associated Press, trust Ironclad to accelerate their business.

We’re consistently recognized as a leader in the industry: a Leader in the Forrester Wave and Gartner Magic Quadrant for Contract Lifecycle Management, a Fortune Great Place to Work, and one of Fast Company’s Most Innovative Workplaces. Ironclad has also been named to Forbes’ AI 50 and Business Insider’s list of Companies to Bet Your Career On. We’re backed by leading investors including Accel, Y Combinator, Sequoia, BOND, and Franklin Templeton. For more information, visit www.ironcladapp.com or follow us on LinkedIn.

This role sits within Ironclad’s Technical Platform Expert team and is focused initially on hands‑on technical support. You will help customers troubleshoot product and platform issues, own cases through resolution or escalation, and build deep expertise in Ironclad. Over time, there will be opportunities to expand into more proactive, consultative work supporting customer adoption and Success.

As a Technical Platform Expert, Support, you will deliver end‑to‑end consultative guidance and technical support that helps customers successfully adopt and maximise the value of the Ironclad platform. This unified role brings together the proactive, value‑driving mechanics of Customer Success with deep‑dive technical problem‑solving. Whether your team focus is driving adoption and optimising complex configurations, or investigating and resolving advanced product issues, both work streams are dedicated to improving the customer’s post‑live product experience. In this role, you will leverage advanced AI tools to accelerate resolutions, translate complex concepts for stakeholders, and collaborate directly with Product and Engineering to advocate for our customers.

We are currently only considering candidates based in and around London. As this is a hybrid role, office attendance is required at least twice a week for collaboration and connection. There may be additional in‑office days for team or company events.

What You Will Be Doing:

Provide post‑hypercare support to customers following their initial implementation to help drive early adoption and value realisation.
Deliver high quality post‑hypercare technical support to new and existing customers.
Leverage internal AI tools and knowledge systems to accelerate issue investigation, improve documentation, and enhance the customer support experience.
Troubleshoot, reproduce, and document complex product issues, including AI‑powered features and workflows, escalating bugs to Engineering with clear technical context and customer impact.
Guide customers on product functionality, configuration, AI capabilities, workflow optimisation, and best practices to maximise the value of the Ironclad platform.
Support customers through onboarding, product adoption, technical health checks, and configuration reviews by providing consultative guidance and identifying opportunities to improve efficiency.
Collaborate cross‑functionally with Product, Engineering, Sales, and Professional Services to resolve complex issues, advocate for customer needs, and influence product improvements.
Translate technical concepts for non‑technical stakeholders through clear communication, technical assessments, and customer‑facing recommendations.
Advocate for customer needs internally, ensuring product enhancements and process improvements reflect real‑world use.
Maintain a strong understanding of the product roadmap and effectively position upcoming capabilities—helping customers envision solutions that may not yet exist today and preparing them for future adoption.

Key Skills:

3+ years of experience in a customer‑facing, product‑oriented role at a B2B SaaS company (e.g. Technical Account Manager, technical consulting, technical support, customer support, or another technical customer‑facing role within a B2B SaaS environment.)
Customer‑first mindset with a passion for understanding customer goals, advocating for their needs, and delivering successful outcomes.
Strong technical aptitude with the ability to troubleshoot complex product issues, including AI‑powered features and workflows, and translate technical concepts into clear, customer‑friendly guidance.
Familiarity with generative AI concepts, large language models (LLMs), prompt engineering fundamentals, and AI‑assisted support workflows.
Excellent written and verbal communication skills with experience leading customer conversations. Ability to translate technical concepts for non‑technical stakeholders; ability to write clear assessments and recommendations; ability to manage sensitive customer conversations
Strong analytical and problem‑solving skills with the ability to prioritise, investigate, and appropriately escalati…
Strong organisational skills with the ability to manage competing priorities in a fast‑paced environment while maintaining a high level of ownership.
Experience collaborating cross‑functionally with Product, Engineering, Professional Services, Sales, and other internal partners.
Growth mindset with a passion for continuous learning, process improvement, and leveraging AI and emerging technologies to improve productivity and customer outcomes.
Experience with Salesforce Service Cloud, Zendesk, or similar customer support platforms.
Familiarity with Contract Lifecycle Management (CLM) or Legal Operations is a plus.

UK Employee Benefits at Ironclad:

Private Medical & Dental insurance, covered at 100% for you and dependents
Life assurance and Income Protection
Generous leave policies, including parental leave, medical leave, and compassionate leave
Family‑forming support through Maven for you and your partner
Monthly stipends for wellbeing, hybrid work, and (if applicable) phone use
Standard pension contribution scheme
Regular team events to connect, recharge, and have fun
And most importantly, the opportunity to help build the company you want to work at

US Full‑Time Employee Benefits at Ironclad:

100% health coverage for employees (medical, dental, and vision), and 75% coverage for dependents with buy‑up plan options available
Market‑leading leave policies, including gender‑neutral parental leave and compassionate leave
Family forming support through Maven for you and your partner
Paid time off - take the time you need, when you need it
Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use
Mental health support through Modern Health, including therapy, coaching, and digital tools
Pre‑tax commuter benefits (US Employees)
401(k) plan with Fidelity with employer match (US Employees)
Regular team events to connect, recharge, and have fun
And most importantly: the opportunity to help build the company you want to work at