Technical Platform Expert, Support, EMEA

Ironclad; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Ironclad, a leading AI contracting platform, seeks a Technical Platform Expert to provide consultative, end-to-end technical support post-implementation. You will leverage AI tools, troubleshoot complex issues, and translate technical concepts for customers while collaborating with Product, Engineering, and Sales to maximize platform value.

You will guide customers on configuration, AI capabilities, and best practices, ensuring successful adoption and ongoing value realization across parallel

Qualifications

• 3+ years in a customer-facing, product-oriented role at a B2B SaaS company.
• Customer-first mindset, advocating for customer goals and outcomes.
• Strong technical aptitude to troubleshoot complex product issues including AI features.
• Familiar with generative AI concepts, LLMs, prompt engineering fundamentals.
• Excellent written and verbal communication, leading customer conversations.
• Ability to translate technical concepts for non-technical stakeholders.
• Strong analytical and problem-solving skills; able to prioritize and escalate appropriately.
• Strong organizational skills to manage competing priorities in a fast-paced environment.
• Experience collaborating cross-functionally with Product, Engineering, Sales, and Professional Services.

Responsibilities

• Provide post-hypercare support to customers after initial implementation.
• Deliver high-quality post-hypercare technical support.
• Leverage internal AI tools to accelerate issue investigation and improve docs.
• Troubleshoot and document complex product issues, escalate to Engineering.
• Guide customers on product functionality, configuration, and AI capabilities.
• Support onboarding, product adoption, and configuration reviews with consultative guidance.
• Collaborate cross-functionally to resolve complex issues and influence product improvements.
• Translate technical concepts for non-technical stakeholders with clear recommendations.
• Maintain understanding of the product roadmap and position upcoming capabilities for customers.

Skills

3+ years experience

Customer-first mindset

Technical troubleshooting

Generative AI concepts

LLMs / prompt engineering

Strong communication

Translate technical concepts

Analytical thinking

Cross-functional collaboration

Ownership & prioritization

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, Ironcladunifies 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 is one, with two teams focused on parallel workstreams: Technical Platform Expert, Success Technical Platform Expert, Support As a Technical Platform Expert (TPE), you will deliver end-to-end consultative guidance and technical support that helps customers successfully adopt and maximize 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 optimizing complex configurations, or investigating and resolving advanced product issues, both workstreams 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.

What You Will Be Doing:

• Provide post-hypercare support to customers following their initial implementation to help drive early adoption and value realization.
• 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 optimization, and best practices to maximize 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 prioritize, investigate, and appropriately escalation
• Strong organizational skills with the ability to manage competing priorities in a fast-paced environment while maintaining a high level of ownership.
• Experience collaborating cross-functionall