Technical Platform Expert, Support, EMEA

The role

You will provide technical support and consultative guidance to help customers adopt and maximize the Ironclad platform. You will troubleshoot complex product issues, including AI-powered features, and collaborate with Product and Engineering teams.

What you will do

• Provide post-hypercare support to drive early adoption and value realisation.
• Deliver high quality technical support to new and existing customers.
• Leverage internal AI tools to accelerate issue investigation and improve documentation.
• Troubleshoot, reproduce, and document complex product issues and escalate bugs to Engineering.
• Guide customers on product functionality, configuration, AI capabilities, and best practices.
• Support customers through onboarding, product adoption, technical health checks, and configuration reviews.
• Collaborate cross-functionally with Product, Engineering, Sales, and Professional Services.
• Translate technical concepts for non-technical stakeholders.
• Advocate for customer needs internally to influence product improvements.
• Maintain understanding of the product roadmap to help customers envision future solutions.

Required qualifications

• 3+ years of experience in a customer-facing, product-oriented role at a B2B SaaS company.
• Customer-first mindset.
• Strong technical aptitude to troubleshoot complex product issues and AI-powered features.
• Familiarity with generative AI concepts, large language models (LLMs), prompt engineering fundamentals, and AI-assisted support workflows.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Strong organisational skills to manage competing priorities.
• Experience collaborating cross-functionally with Product, Engineering, Professional Services, and Sales.
• Growth mindset.
• Experience with Salesforce Service Cloud, Zendesk, or similar customer support platforms.

Nice to have

• Familiarity with Contract Lifecycle Management (CLM) or Legal Operations

Benefits

• 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 phone use
• Standard pension contribution scheme
• Regular team events

Before you apply

• Only considering candidates based in and around London.

About the company

Ironclad is an AI contracting platform that transforms agreements into assets. The company is recognized as a leader in Contract Lifecycle Management.