Technical Support Engineer, EMEA

Ironclad; Greater London; Hybrid; GBP 50,000 - 75,000; Full time

Benefits offered by this job

Private Medical & Dental insurance

Life assurance and Income Protection

Generous leave policies

Family-forming support through Maven

Monthly wellbeing and hybrid-work stip

Standard pension contribution

Regular team events

Opportunity to help build the company

Job summary

Ironclad is the leading AI contracting platform that helps transform agreements into assets and accelerate contracts. The Customer Value team delivers exceptional post-deployment support to ensure customers derive meaningful value from Ironclad.

As a Technical Support Engineer, EMEA, you will be a trusted contact for technical inquiries, diagnosing issues and driving resolution with deep product knowledge and empathy. London-based hybrid work requires in-person collaboration twice weekly.

Qualifications

• 2+ years of experience in customer service, technical support, or a related customer-facing role.
• Strong technical aptitude and exceptional written and verbal communication skills.
• Empathetic, customer-first mindset with a demonstrated commitment to advocating for customers.
• The ability to prioritise effectively and manage competing requests with sound judgement.
• Excellent troubleshooting, analytical, and problem-solving skills.
• A proven ability and enthusiasm for working cross-functionally.
• A collaborative, team- and goal-oriented approach, with a focus on high-quality execution, strong ownership, and low ego.
• Basic familiarity with Service Cloud or another customer service/support platform.
• The unrestricted right to work in the United Kingdom.

Responsibilities

• Provide responsive, thoughtful, high quality technical support to new and existing customers via 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 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.

Skills

Customer support

Technical aptitude

Written communication

Verbal communication

Empathy

Cross-functional

Troubleshooting

Service Cloud familiarity

UK work eligibility

Tools

Service Cloud

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's 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.

Customer Value at Ironclad

The Customer Value team is at the centre of Ironclad's mission to power the world's contracts. Working cross-functionally and directly with our customers, we help build products that legal teams love and ensure customers achieve meaningful value from Ironclad.

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'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 experience.

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'll do

• 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.

What we're looking for

• 2+ years of experience in customer service, technical support, or a related customer-facing role.

• Strong technical aptitude and exceptional written and verbal communication skills.

• An empathetic, customer first mindset with a demonstrated commitment to advocating for customers.

• The ability to prioritise effectively, manage competing requests, and escape issues with sound judgment.

• Excellent troubleshooting, analytical, and problem-solving skills.

• A proven ability and enthusiasm for working cross-functionally.

• A collaborative, team- and goal-oriented approach, with a focus on high-quality execution, strong ownership, and low ego.

• Basic familiarity with Service Cloud or another customer service or support platform.

• The unrestricted right to work in the United Kingdom.

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

**UK Employee-specific benefits are included on our UK job postings

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.