Technical Support Engineer (EMEA)

Ironclad; Greater London; Hybrid; GBP 35,000 - 55,000; Full time

Benefits offered by this job

Dental & vision insurance

401K

Wellness reimbursement

Flexible vacation

Parental leave

Work from home opportunities

Health insurance

Job summary

Ironclad is seeking a Technical Support Engineer for the EMEA region, based in or around London. This hybrid role requires in-office attendance at least twice a week to collaborate and connect with the team, with additional in-office days for events.

You will diagnose issues and provide proactive, high-quality technical support to customers via email, chat and phone. You will work cross-functionally to improve the Help Center and inform product improvements, while using AI to streamline

Qualifications

• 2+ years of experience in customer service or technical support.
• Strong troubleshooting, analytical and problem-solving skills.
• Excellent written and verbal communication, with a customer-first mindset.

Responsibilities

• Provide responsive technical support to customers via email, chat and phone.
• Investigate, troubleshoot, replicate, and resolve product issues.
• Collaborate with Account Executives and internal teams to ensure a seamless post-deployment experience.
• Identify knowledge gaps and work with Technical Writers to improve Help Center content.
• Translate feedback into actionable product improvements and roadmap input.
• Use AI to streamline workflows while maintaining high-quality customer care.

Skills

Customer service

Technical support

Troubleshooting

Cross-functional collaboration

AI-enabled support

Effective communication

Tools

Service Cloud

Job description

• As a Technical Support Engineer, EMEA you will play a critical role in delivering an exceptional customer experience.


• You will serve as a trusted point of contact for technical support questions, using your deep product knowledge, technical aptitude, and empathy to diagnose issues and drive them to resolution.


• 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


• Provide responsive, thoughtful, and high quality technical support to new and existing customers through email, chat and phone


• Investigate, troubleshoot, replicate, and resolve product issues and answer How-To questions


• Partner cross functionally with Account Executives and other internal teams to create a seamless post deployment customer experience


• Identify recurring customer questions and knowledge gaps, then partner with Technical Writers to improve Help Center content and other support resources


• Translate customer feedback and support trends into actionable insights that inform product improvements, roadmap decisions, and the broader customer experience


• Deliver a proactive, white glove support experience by anticipating customers’ likely follow up questions, identifying potential downstream issues, and providing clear guidance, relevant context, and defined next steps


• Identify opportunities to improve support workflows, triage practices, and the process for evaluating product feedback and enhancement requests


• Use AI thoughtfully to streamline support processes, improve response quality, and reduce ticket handle time while maintaining a high standard of customer care

Benefits

• Dental, and vision insurance


• 401K


• Wellness reimbursement


• Flexible vacation policy


• Generous parental leave for both primary and secondary caregivers


• Work from home opportunities


• Health insurance

We’re looking for a customer-focused, creative, and collaborative team member who takes ownership, moves with urgency, and continuously looks for ways to improve the support experienceAn empathetic, customer first mindset with a demonstrated commitment to advocating for customersThe ability to prioritise effectively, manage competing requests, and escape issues with sound judgmentStrong technical aptitude and exceptional written and verbal communication skillsA proven ability and enthusiasm for working cross-functionallyThe unrestricted right to work in the United Kingdom2+ years of experience in customer service, technical support, or a related customer-facing roleExcellent troubleshooting, analytical, and problem-solving skillsA collaborative, team- and goal-oriented approach, with a focus on high-quality execution, strong ownership, and low egoBasic familiarity with Service Cloud or another customer service or support platform