Technical Platform Expert, Support, EMEA

Academic Key; Greater London; Híbrido; GBP 60.000 - 85.000; Jornada completa

Descripción de la vacante

Ironclad is seeking a Technical Platform Expert, Support, EMEA in London to deliver end-to-end consultative guidance and technical support that helps customers adopt and maximize the Ironclad platform. The role combines customer-success focus with deep technical problem-solving, leveraging AI tools to accelerate resolutions.

Hybrid role with attendance in the London office at least twice a week; initial focus on hands-on technical support and onboarding, with opportunities to expand into

Formación

• 3+ years in a customer-facing, product-oriented role at a B2B SaaS company.
• Strong technical aptitude with ability to troubleshoot complex product issues including AI-powered features.
• Familiarity with generative AI concepts, large language models (LLMs), prompt engineering fundamentals.

Responsabilidades

• Provide post-hypercare support to customers after initial implementation.
• Leverage internal AI tools to accelerate issue investigation and improve documentation.
• Troubleshoot, reproduce, and document complex product issues, escalating bugs with context.
• Guide customers on product functionality, configurations, and best practices to maximise value.
• Collaborate with Product, Engineering, Sales, and Professional Services to resolve issues and influence improvements.
• Translate technical concepts for non-technical stakeholders and advocate for customer needs.

Conocimientos

3+ years customer-facing experience

B2B SaaS

Technical support

AI/LLM familiarity

Excellent communication

Descripción del empleo

Technical Platform Expert, Support, EMEA

Ironclad · London

Abroad

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.

Academic Key will never request login credentials or application fees for this role.

Technical Platform Expert, Support, EMEA

Ironclad · London

Abroad London Full Time

Link validated 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.

Academic Key will never request login credentials or application fees for this role.