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Ironclad is the leading AI contracting platform transforming how organizations manage agreements. As a Technical Support Engineer in EMEA, you'll be the trusted technical point of contact for customers, delivering exceptional support through email, chat, and phone. You'll investigate and resolve product issues, answer how-to questions, and work cross-functionally with Account Executives and internal teams to ensure customers achieve meaningful value from the platform.
Key responsibilities include providing responsive, high-quality technical support to new and existing customers; troubleshooting and resolving product issues; partnering with Account Executives for seamless post-deployment experiences; identifying recurring customer questions and knowledge gaps to improve Help Center content; translating customer feedback into actionable insights for product improvements; delivering proactive white-glove support by anticipating follow-up questions and providing clear guidance; identifying opportunities to improve support workflows and triage practices; and thoughtfully using AI to streamline processes while maintaining high customer care standards.
You'll need 2+ years of customer service, technical support, or related customer-facing experience; strong technical aptitude and exceptional written/verbal communication skills; an empathetic, customer-first mindset with demonstrated commitment to customer advocacy; ability to prioritize effectively and escalate issues with sound judgment; excellent troubleshooting and problem-solving skills; proven ability to work cross-functionally; collaborative, team-oriented approach with focus on high-quality execution and ownership; basic familiarity with Service Cloud or similar customer service platforms; and unrestricted right to work in the UK.
This is a hybrid role based in London with office attendance required at least twice weekly for collaboration and connection, plus potential additional in-office days for team or company events. Ironclad is recognized as 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.
