Technical Support Engineer, EMEA

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.

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.

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 escalate 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.