Our Customer Support team is at the center of our mission to power the world’s contracts. Working cross-functionally, and with our customers, this team ensures we’re building a product legal team’s love. Technical Support Engineers are primarily responsible for customer support/satisfaction and will be the point of contact for all technical support questions from Ironclad customers. You would be expected to have deep product knowledge and empathy to drive problem resolution with our customers. We’re looking for a team player who is customer‑centric, creative and acts with a sense of urgency and ownership.
The role
We’re hiring a Senior Technical Support Engineer to support our EMEA customers and serve as a senior point of contact during regional business hours. This role is critical to maintaining high‑quality support coverage in EMEA and will act as the main escalation point for urgent or complex technical issues.
This person will bring deep troubleshooting experience, strong customer instincts, and the ability to work across teams to get issues resolved. You’ll partner closely with Engineering, Customer Support, Sales, and other internal teams to move cases forward, manage escalations, and improve the overall support experience.
We have a preference for candidates based in England and close to London, but we are open to the right person elsewhere in the UK.
What you will do
- Serve as the primary escalation point for complex support issues during EMEA hours
- Troubleshoot advanced product, integration, and workflow issues across Ironclad and connected systems
- Investigate, replicate, document, and drive bug escalation with Engineering partners
- Build deep expertise in a product pillar and become a subject matter expert in that area
- Partner cross‑functionally with Customer Support Managers, Sales, and Engineering to resolve customer issues and improve outcomes.
- Help maintain strong ticket hygiene, queue coverage, and handoff quality across the region
- Review work, support quality, and help uplevel teammates, contractors, and BPO coverage in EMEA
- Create and improve internal and external documentation, including knowledge base content and support process best practices
- Use customer feedback and recurring issues to help inform product improvements and support workflows
What we’re looking for
- Experience in a senior customer‑facing technical support role
- Strong B2B SaaS troubleshooting experience
- Experience handling escalations and working through high‑priority customer issues
- Strong written and verbal communication skills, with the ability to de‑escalate issues and build trust with customers
- Technical depth across APIs, SQL, Salesforce, integrations, or related systems
- Experience partnering with Engineering on bug investigation and resolution
- Strong judgment on prioritization and escalation management.
- A customer‑first mindset, strong ownership, and a sense of urgency
- Comfort working cross‑functionally and operating independently in a fast‑paced environment
Nice to have
- Salesforce certification
- Zendesk or Service Cloud experience
- Experience with queue management and support KPIs
- Team lead or informal mentorship experience
- White‑glove or high‑touch customer support experience
- Experience supporting third‑party integrations and platform troubleshooting
Why this role
This is a strong opportunity for someone who wants meaningful ownership, visibility, and growth in technical support. You’ll be a key senior presence for EMEA, partner closely with Engineering, and have the chance to build deep expertise in a product area while helping shape how support scales in the region.
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
Candidates must have the unrestricted right to work in the United Kingdom.
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.
#J-18808-Ljbffr