Technical Platform Expert, Support, EMEA

This role sits within Ironclad’s Technical Platform Expert team and is focused initially on hands-on technical support. You will help customers troubleshoot product and platform issues, own cases through resolution or escalation, and build deep expertise in Ironclad. Over time, there will be opportunities to expand into more proactive, consultative work supporting customer adoption and Success.

As a Technical Platform Expert, Support, you will deliver end-to-end consultative guidance and technical support that helps customers successfully adopt and maximise 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 optimising complex configurations, or investigating and resolving advanced product issues, both work streams 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.

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 Will Be Doing:

• Provide post-hypercare support to customers following their initial implementation to help drive early adoption and value realisation.

• 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 optimisation, and best practices to maximise 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 prioritise, investigate, and appropriately escalate customer issues.

• Strong organisational skills with the ability to manage competing priorities in a fast-paced environment while maintaining a high level of ownership.

• Experience collaborating cross-functionally with Product, Engineering, Professional Services, Sales, and other internal partners.

• Growth mindset with a passion for continuous learning, process improvement, and leveraging AI and emerging technologies to improve productivity and customer outcomes.

• Experience with Salesforce Service Cloud, Zendesk, or similar customer support platforms.

• Familiarity with Contract Lifecycle Management (CLM) or Legal Operations is a plus.

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

• 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

• Pre-tax commuter benefits (US Employees)